Sr Manager Customer sucess Enterprise

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Experience: 8+ yrs

Location: Bangalore

As a Sr Manager Customer Success Enterprise, you will lead the strategic orchestration of customer engagement, ensuring that high-value enterprise clients achieve measurable business outcomes through our SaaS platforms. You will collaborate closely with cross-functional teams-including product, engineering, and consulting-to translate complex IT transformation goals into actionable success plans, driving adoption, expansion, and retention. Your role will be pivotal in shaping a consultative customer experience, leveraging analytical insights to forecast churn risks, identify upsell opportunities, and continuously improve service delivery. By championing a culture of proactive support and value realization, you will help secure long-term partnerships and elevate the overall customer journey.

Requirements

• Own the enterprise customer lifecycle, from onboarding through renewal, ensuring timely delivery of business value.
• Partner with sales and product teams to define success criteria, scope, and ROI for customer initiatives.
• Lead a high-performing customer success team, providing coaching, performance metrics, and career development.
• Develop and execute account expansion strategies that grow ARR and deepen technical adoption.
• Conduct data-driven health score analyses to identify at-risk accounts and formulate remediation plans.
• Serve as the primary point of contact for escalated technical and business issues, facilitating rapid resolution.
• Collaborate with consulting partners to design and implement IT transformation roadmaps.
• Communicate strategic insights and progress to executive stakeholders through concise reports and presentations.
• Advocate for customer needs in product roadmap discussions, ensuring feature prioritization aligns with enterprise demands.
• Shape and continuously improve best practices, playbooks, and knowledge bases for the customer success function.
• 8+ years of experience managing enterprise customer success or account management in SaaS environments.
• Proven track record of driving revenue growth, expansion, and retention in high-complexity, multi-stakeholder engagements.
• Strong analytical mindset with proficiency in data analysis tools and ability to translate metrics into actionable strategies.
• Deep understanding of IT transformation frameworks and experience advising organizations on cloud migration, digitalization, and process automation.
• Excellent communication and presentation skills, adept at influencing C-level executives and cross-functional teams.
• Demonstrated leadership ability, building and mentoring high-performing teams in fast-paced settings.
• Strategic thinker who can balance short-term wins with long-term customer success ambitions.
• Comfortable working in an agile, collaborative environment with remote and distributed teams.
• Strong problem-solving skills, with a track record of turning complex challenges into simple, sustainable solutions.
• Passion for continuous learning and staying current with industry trends, technologies, and best practices.