Lead Customer Success Manager, Mid-Market

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

📋 Description

• Sprinto is an AI-driven GRC platform designed to assist companies in managing risk, audits, vendor oversight, and continuous monitoring all from a single interconnected platform.

• Develop the customer success strategy for the mid-market segment, focusing on onboarding, engagement, renewal-risk assessment, and triggers for expansion.

• Take ownership of customer adoption and health by analyzing product usage and support trends.

• Enhance retention and growth by identifying opportunities and establishing value propositions.

• Navigate complex stakeholder relationships by articulating Sprinto’s value to various audiences.

• Transform customer feedback into operational processes by implementing structured account management practices.

• Guide and elevate the performance of other Customer Success Managers (CSMs) by sharing best practices and refining team rituals.

⛳️ Requirements

• 7–9 years of overall experience, with a strong background in B2B SaaS customer success.

• Proven experience managing a portfolio of mid-market or enterprise clients, preferably with annual contract values ranging from $50K to $150K.

• Accountability for retention metrics, gross revenue retention (GRR), net revenue retention (NRR), renewals, or expansion; this role should not be limited to customer satisfaction or relationship management.

• Experience dealing with multi-stakeholder accounts that include security, compliance, engineering, IT, finance, procurement, or executive-level buyers.

• Demonstrated ability to build or enhance customer success processes, including onboarding playbooks, health scoring systems, quarterly business review (QBR) frameworks, renewal-risk assessments, account planning, escalation procedures, or sales-to-customer success transitions.

• Proficiency in engaging in technical conversations within the SaaS domain. While deep technical knowledge isn't required, comfort in discussions with security, compliance, or engineering stakeholders is essential.

• Strong written and verbal communication skills when interacting with US or global customers from India.

• Willingness to thrive in an evolving role where processes are still being developed; the individual should be effective without relying on an established customer success framework.

🏝️ Benefits

• Remote-first policy

• 5 workdays with flexible hours

• Group medical insurance covering parents, spouse, and children

• Group accident coverage

• Group term life insurance

• Company-provided laptop

• Education reimbursement policy