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.

In this role, you will act as a strategic partner for SMB and commercial clients, ensuring they derive maximum value from an advanced AI-powered digital workplace platform. You will manage complex customer relationships, guide adoption strategies, and help organizations improve engagement, productivity, and digital collaboration outcomes. The position requires a strong blend of account management expertise, analytical thinking, and consultative communication. You will work closely with cross-functional teams including product, sales, and support to align customer needs with platform capabilities. Operating in a fast-paced SaaS environment, you will also play a key role in identifying growth opportunities and mitigating churn risks. This is a high-impact role where customer advocacy and long-term relationship building are central to success.

• Build and maintain trusted relationships with key SMB and commercial clients, acting as their primary strategic advisor and escalation point.
• Develop and execute account success plans focused on adoption, retention, expansion, and overall customer value realization.
• Identify upsell and cross-sell opportunities by understanding customer goals and aligning them with product capabilities.
• Monitor customer health, usage patterns, and engagement metrics to proactively detect churn risks and implement mitigation strategies.
• Collaborate with internal teams (Product, Sales, Support) to ensure seamless delivery of solutions and timely issue resolution.
• Champion the voice of the customer by sharing feedback, insights, and feature requests to influence product roadmap decisions.
• Track and report key success metrics such as retention, satisfaction, and expansion revenue to internal stakeholders.
• Mentor junior team members and contribute to building best practices within the customer success function.

Requirements

• Bachelor’s degree in Business, Marketing, or a related field; Master’s degree preferred.
• 5+ years of experience in Customer Success or Account Management within a B2B SaaS environment (mandatory).
• Proven ability to manage complex enterprise or mid-market client relationships and drive measurable outcomes.
• Strong analytical skills with the ability to interpret data, usage trends, and performance metrics.
• Excellent communication, presentation, and stakeholder management skills across technical and non-technical audiences.
• Experience in developing strategic account plans focused on retention and expansion.
• Strong problem-solving mindset with a proactive and consultative approach.
• Demonstrated leadership or mentoring experience is highly preferred.
• Ability to work in a fast-paced environment with multiple priorities.

Benefits

• Competitive salary with performance-based incentives.
• Comprehensive health and wellness benefits package.
• Flexible work arrangements, including remote work options depending on role requirements.
• Strong focus on professional development and career growth opportunities.
• Dynamic, collaborative, and innovation-driven work environment.
• Exposure to global clients and enterprise-scale SaaS implementations.
• Opportunity to contribute directly to product evolution through customer insights.