Senior Customer Success Manager

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Senior Customer Success Manager in India.

This role is focused on driving long-term customer value, retention, and growth within a dynamic B2B SaaS environment. You will act as a strategic advisor to SMB and commercial clients, helping them maximize the impact of a digital workplace platform. The position requires close collaboration with internal teams such as sales, product, and support to ensure seamless customer experiences. You will be responsible for managing complex client relationships, identifying expansion opportunities, and proactively mitigating risks to account health. This is a high-impact role where your ability to interpret customer needs and translate them into actionable strategies will directly influence satisfaction and retention. You will also contribute to continuous improvement efforts by sharing customer insights and advocating for product enhancements. The environment is fast-paced, collaborative, and centered on customer success excellence.

• Build and maintain strong, trusted relationships with SMB and commercial clients, acting as their primary strategic advisor
• Understand customer business objectives and proactively guide them toward successful adoption and value realization
• Manage account health by tracking usage, adoption, satisfaction, and identifying churn risks early
• Develop and execute strategic account plans focused on retention, expansion, and long-term success
• Identify upsell and cross-sell opportunities aligned with customer needs and business outcomes
• Collaborate closely with sales, product, and support teams to ensure seamless delivery and issue resolution
• Act as the escalation point for critical client concerns, ensuring timely and effective resolution
• Gather and communicate customer feedback to influence product roadmap and improvements
• Monitor key performance metrics and prepare insights and reports for stakeholders and leadership
• Mentor junior customer success team members and contribute to team best practices

Requirements:

• 5+ years of experience in customer success or account management within a B2B SaaS environment
• Strong experience managing complex client relationships and driving retention and expansion outcomes
• Proven ability to develop account strategies and execute them effectively in a fast-paced environment
• Excellent analytical skills with the ability to interpret customer data, usage trends, and performance metrics
• Strong communication, presentation, and stakeholder management skills across technical and non-technical audiences
• Proactive, solution-oriented mindset with strong problem-solving abilities
• Experience working with cross-functional teams including product, sales, and support
• Leadership qualities with the ability to mentor and support junior team members
• Bachelor’s degree in Business, Marketing, or related field preferred

Benefits:

• Competitive salary with performance-based incentives
• Comprehensive health and wellness benefits
• Flexible work arrangements, including remote work options within India
• Career growth opportunities in a fast-scaling SaaS environment
• Exposure to enterprise-grade customers and global markets
• Collaborative and innovation-driven work culture
• Continuous learning and professional development support