Sr Customer Success Manager

As a Senior Customer Success Manager, you will own a portfolio of Almabase’s most strategic and high-value enterprise customers. You will work closely with senior stakeholders on the customer side, drive measurable outcomes, and play a key role in improving our customer success playbooks and processes.

Work Timing Our customer base is mostly situated in the US. Therefore, you are expected to work during US hours: 8am to 5pm EST.

Work Location We expect all team members to work from the Bangalore office. We follow a hybrid work policy, requiring you to work from the office at least 2 days per week, and atleast 3-4 days during onboarding (first 3 months).

Responsibilities

• KPIs: onboarding (CSAT and time to first value), account retention, customer health, revenue expansion (influence), product adoption, and building advocates (Retention is a shared accountability with the Account Manager)

• Own the complete post-sales customer journey for a portfolio of Almabase’s largest and most complex enterprise customers (Onboarding → Adoption → Retention → Advocacy)

• Become a trusted advisor to senior stakeholders (Directors, VPs), helping them achieve measurable alumni engagement and fundraising outcomes. Build and maintain strong relationships with champions and key stakeholders

• Drive product adoption and customer outcomes by deeply understanding customer workflows, enabling customers through onboarding, training, and workshops, and solving complex use cases using the Almabase product

• Drive a structured engagement cadence, including regular check-ins and strategic business reviews (QBRs) focused on outcomes, ROI, and long-term alignment

• Own customer health and retention strategy - proactively identify risks, drive mitigation plans, and partner with the Account Manager to support successful renewals

• Identify and strategically position expansion opportunities within your accounts, and partner with the Account Manager to drive these opportunities forward

• Act as the primary escalation point for complex customer issues and work cross-functionally to drive timely resolution

• Own NPS for your portfolio - identify drivers of customer sentiment, close the loop on feedback, and drive targeted actions to improve NPS and build long-term advocacy

• Identify patterns across customers and contribute to improving customer success playbooks, processes, and product feedback loops

• Mentor and support other Customer Success Managers through call reviews, deal strategy discussions, and best practice sharing

• Collaborate with the Marketing team to build customer advocacy through case studies, testimonials, referrals, and community participation

• Proactively leverage AI to improve customer outcomes, streamline workflows, and scale customer success processes

An independent Customer Support team is responsible for responding to customers' questions while using the product. As a Sr CSM, you are expected to be a strategic consultant to your portfolio of customers, helping them achieve their business outcomes with Almabase.

What you bring

Must have:

• 3+ years of experience in B2B SaaS Customer Success roles, with at least 1 year working with US-based customers, managing communication and expectations across time zones

• Excellent written and verbal communication skills, with the ability to build strong business relationships and engage effectively with senior stakeholders

• Strong problem-solving skills with a technical and analytical aptitude, and the ability to quickly understand and adapt to complex software products and their nuances

• Demonstrated ability to manage customer outcomes - including driving adoption, improving customer health, and supporting retention and expansion

• Proven experience working with multiple stakeholders within customer accounts, navigating complexity, and driving alignment

• Hands-on experience leveraging AI tools (such as ChatGPT, Perplexity, Gamma, Canva, Zapier AI, N8N) to improve workflows, enhance customer interactions, or scale processes

Good to have:

• Experience with customer success software or CRM (like HubSpot) would be helpful. We use Hubspot.

• Experience in a multi-product B2B SaaS environment.

• Startup or high-growth company experience.

What will a typical quarter look like?

At the beginning of each quarter, we will work with you to define a set of OKRs (Objectives and Key Results) aligned to your portfolio. These will focus on driving customer outcomes, improving account health, and identifying growth opportunities.

• Onboarding: You will own the onboarding experience for new enterprise customers in your portfolio. While the implementation team will complete the technical setup, you will ensure customers are successfully enabled, their intended programs are launched, and they achieve time to first value

• Retention: Renewals are owned by the Account Manager. As the CSM, you will own customer health and risk mitigation - proactively identifying risks, driving mitigation plans, and partnering with the Account Manager by providing strategic context, stakeholder insights, and potential blockers to ensure successful renewals

• Engagement & Adoption: For onboarded customers, you will drive a structured engagement strategy aligned with their goals. This includes deeply understanding customer workflows, mapping them to Almabase, enabling key stakeholders, conducting strategic QBRs, and driving sustained product adoption and stickiness

• Expansion: You will identify and strategically position expansion opportunities within your accounts by uncovering unmet needs and use cases. You will partner with the Account Manager to move these opportunities forward once intent is established

• Customer Outcomes & Advocacy: You will own NPS for your portfolio, close the loop on feedback, and drive targeted actions to improve customer sentiment. You will also identify and nurture advocates through case studies, referrals, references, and community participation

• System & Team Contribution: In addition to managing your portfolio, you will contribute to improving team-wide processes and playbooks. This could include identifying patterns across customers, refining engagement strategies, mentoring other CSMs, or working cross-functionally to improve how we deliver value to customers

What will make you successful in this role?

• Deeply understand customer pain points, workflows, and the broader alumni engagement and fundraising landscape. Be highly curious and conduct thoughtful discovery to align Almabase to customer goals

• Build strong, trust-based relationships with both champions and senior stakeholders (Directors, VPs), with the ability to influence conversations through strong executive presence and communication

• Develop a strong understanding of the Almabase product and its nuances, and effectively map customer needs to the right solutions - including hands-on guidance when required

• Demonstrate a strong ownership mindset - take end-to-end responsibility for customer outcomes, including navigating ambiguity and building structure where processes are still evolving

• Effectively manage complex enterprise accounts with multiple stakeholders, while staying disciplined, organized, and able to prioritize across a dynamic portfolio

• Identify patterns across customers, translate insights into scalable improvements, and proactively leverage AI to enhance customer outcomes and internal efficiency

How will we set you up for success?

First 3 months - Onboarding

• Build a strong understanding of the alumni engagement and fundraising space, including the competitive landscape, by going through past customer conversations and internal resources

• Gain hands-on familiarity with the Almabase platform through structured training and sandbox access, with the goal of understanding how different modules solve real customer use cases

• Shadow experienced CSMs on customer calls to learn how we run onboarding, drive adoption, and handle customer conversations

• Begin managing a small set of accounts, focusing on onboarding support, understanding customer workflows, and building initial relationships

• Get familiar with existing customer success playbooks and processes, and understand how we currently manage onboarding, engagement, and retention

• Start building relationships across teams (CS, Onboarding, Support, Product, Customer Experience) to understand how we collaborate and resolve customer issues

3-6 months - Ownership & Impact

• Take full ownership of a portfolio of enterprise customers, including driving onboarding outcomes, engagement, and adoption

• Start leading customer conversations independently, including check-ins and QBRs, with support and feedback from your manager

• Develop a strong understanding of your customers’ workflows and begin mapping them effectively to Almabase capabilities

• Identify early signals of customer risk and begin proactively working on mitigation plans in collaboration with the Account Manager

• Contribute to improving existing playbooks and processes based on your learnings from customer interactions

• Continue building cross-functional relationships and effectively collaborate to resolve customer issues and drive outcomes

6-9 months - Scale & Influence

• Confidently manage a portfolio of complex enterprise accounts, including high-impact and high-risk customers

• Lead strategic QBRs with senior stakeholders (Directors, VPs), aligning Almabase to their goals and driving long-term outcomes

• Drive improvements in customer health, product adoption, and NPS across your portfolio

• Identify and strategically position expansion opportunities, partnering effectively with the Account Manager

• Act as a trusted advisor to your customers and a key escalation point for complex issues

• Mentor other CSMs through call reviews, best practice sharing, and helping elevate overall team quality

• Proactively identify patterns across customers and contribute to improving customer success playbooks, processes, and product feedback loops.