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 centered on driving long-term customer value, satisfaction, and growth within a fast-paced B2B SaaS environment. You will act as a trusted advisor to SMB and commercial clients, helping them maximize adoption and outcomes from a complex digital workplace platform. The position requires a strong blend of strategic account management, relationship building, and data-driven decision-making. You will work closely with cross-functional teams including sales, product, and support to ensure seamless customer experiences. A key part of your mission is identifying expansion opportunities while proactively managing risks to retention. This is a highly impactful role where your ability to influence, communicate, and execute directly shapes customer success and business growth.

• Build and maintain strong, long-term relationships with SMB and commercial clients, acting as their primary strategic advisor and escalation point.
• Develop and execute account plans that drive customer success, adoption, retention, and expansion opportunities.
• Identify upsell and cross-sell opportunities by understanding customer goals, usage patterns, and evolving business needs.
• Monitor account health through usage data and engagement metrics, proactively identifying risks and implementing mitigation strategies.
• Collaborate with product, sales, engineering, and support teams to ensure seamless delivery and resolution of customer needs.
• Advocate for customers internally by sharing feedback, influencing product improvements, and aligning roadmap priorities with client needs.
• Track, analyze, and report key success metrics including retention, satisfaction, and growth indicators to internal stakeholders.

Requirements

• 5+ years of experience in Customer Success or Account Management within a B2B SaaS environment.
• Proven track record of managing complex enterprise or mid-market client relationships and driving measurable customer outcomes.
• Strong analytical skills with the ability to interpret usage data, identify trends, and make data-informed decisions.
• Excellent communication and presentation skills, with the ability to translate technical concepts for diverse audiences.
• Strategic mindset with strong problem-solving abilities and a proactive, solution-oriented approach.
• Experience working cross-functionally with product, sales, and support teams in fast-moving environments.
• Leadership qualities with the ability to mentor junior team members and contribute to a collaborative team culture.
• Bachelor’s degree in Business, Marketing, or related field (Master’s degree is a plus).

Benefits

• Competitive salary with performance-based incentives.
• Comprehensive health and wellness benefits.
• Flexible work arrangements, including remote and hybrid options depending on role.
• Strong focus on professional development and career growth opportunities.
• Collaborative, innovation-driven work environment.
• Opportunity to work with leading enterprise customers across diverse industries.
• Exposure to a high-impact SaaS platform shaping digital workplace experiences.