Customer Success Manager

This is a fully remote position, open to applicants in India.

📋 Description

• Serve as the Voice and Face of Sprinto: Regularly engage with your customer portfolio to cultivate strong relationships, share essential product updates, and ensure they are on track to achieve their goals with Sprinto.

• Emphasize Value Beyond Features: Effectively communicate the business value of Sprinto to all stakeholders — from security engineers to CFOs — ensuring customers grasp not only the “how” but also the “why” of their investment.

• Foster Product Adoption: Strategically assist customers in utilizing relevant features and workflows that enhance the value they derive from Sprinto, linking that adoption to measurable business outcomes.

• Implement Value Engineering: Develop and sustain value cases for your accounts — measuring ROI, time-to-audit, hours saved, and risk mitigated. Use these insights to frame QBRs, renewals, and discussions about expansion.

• Take Ownership of Outcomes: Manage individual and pod-level OKRs — monitor performance and drive activities that create significant impact on retention, expansion, and advocacy.

• Advocate for Customers: Transform satisfied customers into brand ambassadors through G2 reviews, case studies, and video testimonials.

• Focus on Retention and Expansion: Oversee renewals, spot upsell and cross-sell opportunities, and increase revenue within your customer portfolio while maintaining a high-quality experience.

• Be a Strategic Partner: Function as a trusted advisor to customers — offer insights, challenge their thinking when beneficial, and be the person they consult before reaching out to their auditor.

• Utilize AI Effectively: Leverage tools such as Claude, ChatGPT, and other AI assistants daily to prepare for customer interactions, draft communications, analyze account health, and enhance your productivity.

• Mentor & Amplify Impact: Assist in onboarding new team members by sharing your playbooks, insights, and best practices.

⛳️ Requirements

• You possess 3–5 years of experience in a B2B SaaS product company, preferably in a customer-facing role with revenue responsibilities.

• You demonstrate strong business acumen — capable of interpreting a customer’s business, understanding what influences their P&L, and customizing your discussions accordingly. You are not just operationally or transactionally proficient; you actively convey value through our product and service offerings.

• You grasp the concept of value engineering — constructing ROI cases, quantifying outcomes, and utilizing these figures to sway renewal and expansion decisions.

• You can effectively articulate the value of a product to customers, confidently adapting your narrative for technical, operational, and executive audiences.

• You have exceptional written and verbal communication skills — a significant portion of your day is spent conversing with customers, making the quality of your communication vital.

• You possess a solid understanding of cloud technology — terms like S3 bucket, DB encryption, and Virtual Private Cloud are familiar to you.

• You have practical experience with AI tools like Claude, ChatGPT, and similar assistants to research, prepare, write, and analyze more efficiently than those who do not use them.

🏝️ Benefits

• Work from anywhere: We are 100% remote, allowing you to choose whether to work from home, a cafe, the hills, or the beach.

• Co-working, on us: If co-working is your preference, we provide a generous annual allowance of up to INR 14,000 for social working.

• Commitment to your learning: We are dedicated to your growth and allocate USD 1000 annually to help you enhance your skills.

• We value your well-being, not just your productivity: We care about you as a person, offering Unlimited leaves if you need a break.

• Your Safety Net, Carefully Designed: We cover potential “what-ifs” with health insurance offering coverage up to INR 10 lakh for you and your family, additional accident protection of INR 10 lakh, and life insurance worth three times your annual salary, ensuring you and your family are protected so you can focus on thriving.

• Create your ideal workspace: Work from anywhere, and if that’s at home, we’ll contribute INR 35,000 to help you design a space that supports your workflow effortlessly.