Sr. Customer Success Manager

'

: - ( - )

Experience: 3+ yrs

Location: Mumbai, Maharashtra, India

Job Type: Full-time

We are looking for an experienced Senior Customer Success Manager to build and strengthen relationships with mid-market and enterprise customers while driving product adoption, retention, customer satisfaction, and account growth.

The role is suited for a customer-focused professional with strong stakeholder management, account management, customer engagement, retention, renewals, and commercial skills. You will work closely with customers, particularly global clients, to understand their business needs, maximize product value, and ensure long-term customer success.

Requirements

Key Responsibilities

• Own and manage relationships with mid-market and enterprise customer accounts.
• Lead customer onboarding and ensure smooth product adoption and implementation.
• Develop strong, long-term relationships with key customer stakeholders.
• Maintain regular communication with customers and understand their business objectives, challenges, and expectations.
• Develop and execute customer success strategies aligned with customer goals and business priorities.
• Conduct Quarterly Business Reviews (QBRs) and present customer performance, product adoption, outcomes, and opportunities.
• Monitor customer health and proactively identify churn risks, adoption gaps, and engagement issues.
• Develop and lead retention strategies to improve customer satisfaction and long-term account value.
• Own renewal activities and work closely with relevant teams on commercial discussions and negotiations.
• Identify and support upsell and cross-sell opportunities in partnership with Sales and Account Management.
• Act as the voice of the customer internally and ensure customer feedback is effectively communicated.
• Collaborate with Product and Engineering teams on feature requests, product improvements, and customer requirements.
• Coordinate with Support and internal teams to ensure timely resolution of customer issues.
• Track and analyze key customer success metrics including retention, churn, NPS, CSAT, adoption, renewals, and revenue expansion.
• Use customer data and insights to identify opportunities for improving customer experience and account performance.
• Maintain accurate customer records, account plans, engagement history, and success documentation in CRM and customer success platforms.
• Prepare customer performance reports, insights, and strategic updates for leadership.
• Contribute to improving customer success processes, playbooks, health-scoring models, and engagement strategies.

What Makes You a Great Fit

• 3-8 years of experience in Customer Success, Account Management, Client Services, or a related customer-facing role.
• Strong experience managing mid-market or enterprise customers.
• Proven experience in customer retention, renewals, account growth, and relationship management.
• Strong stakeholder management and communication skills, with the ability to engage confidently with senior customer stakeholders.
• Experience managing customer onboarding, adoption, engagement, and long-term account relationships.
• Experience identifying churn risks and implementing effective retention strategies.
• Strong understanding of upselling, cross-selling, renewals, negotiations, and commercial discussions.
• Experience in B2B SaaS, technology, conversational CX, or other technology-driven organisations is preferred.
• Familiarity with CRM and customer success platforms such as Salesforce, HubSpot, Gainsight, Zendesk, or similar tools.
• Strong analytical and problem-solving mindset with the ability to interpret customer and business data.
• Experience working with customer health scores, dashboards, automation, and customer success metrics.
• Ability to work effectively with Sales, Product, Engineering, Support, and other cross-functional teams.
• Experience supporting global customers and working across different cultures and time zones is an advantage.
• Strong customer-first mindset with a proactive, positive, and commercially aware approach.
• Excellent organisation and ability to manage multiple strategic accounts and priorities simultaneously.
• Ability to independently own customer relationships while contributing effectively within a broader Customer Success team.