Senior Customer Success Manager

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

📋 Description

• Manage a portfolio of enterprise accounts, acting as the primary strategic partner for brands and retailers.

• Enhance customer lifetime value by identifying expansion and cross-selling opportunities, mitigating churn risk, and supporting revenue growth across functions.

• Oversee the complete post-sale customer experience, which includes onboarding, integration, adoption, utilization analysis, ROI evaluation, and offering strategic recommendations.

• Forecast, lead, and negotiate renewal and expansion opportunities in collaboration with Sales and Revenue Operations.

• Serve as the voice of the customer by converting their needs and feedback into actionable insights for Product and cross-functional teams.

• Examine product usage, customer behavior, and performance metrics to provide proactive insights and tailored engagement strategies.

• Conduct executive business reviews and strategic check-ins to showcase business impact, ROI, progress, and growth potential.

• Oversee daily customer operations, including monthly billing reviews, internal coordination, issue resolution, and enhancements in processes and documentation.

• Cultivate and expand enterprise customer relationships within the North America market.

⛳️ Requirements

• A bachelor's degree or equivalent relevant experience is required.

• Over 7 years of experience in customer success, account management, or strategic relationship management, particularly with U.S. enterprise clients, preferably in B2B SaaS.

• Demonstrated success in managing and enhancing renewal rates, expansion, net revenue retention (NRR), and minimizing churn.

• Strong commercial awareness and product knowledge.

• Proficient technical skills and comfort with AI, analytics, and data tools.

• Familiarity with Salesforce and Gainsight is preferred.

• Exceptional attention to detail and strong skills in prioritization.

• Capable of managing multiple priorities and deadlines in a dynamic startup setting.

• Excellent communication skills along with the ability to build relationships and consult effectively.

• Ability to influence both technical and non-technical stakeholders, including senior executives.

• Strong analytical skills, creativity, problem-solving abilities, and customer compassion.

• Must be available to work U.S. business hours.

• This position is remote, based in India.

🏝️ Benefits

• An equal employment opportunity employer.

• An inclusive work environment.

• Opportunities for cross-functional collaboration.

• Chances to tackle complex challenges and create meaningful impact.

• A high-growth, team-oriented atmosphere.