Customer Success Manager

Job Description

Job Description – Customer Success Manager (SaaS)

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Location: Pune

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Experience: 6–8 Years

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Employment Type: Full-Time

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About the Role

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We are looking for a proactive and customer-focused Customer Success Manager to manage enterprise SaaS customers, drive product adoption, ensure customer retention, and identify growth opportunities.

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Key Responsibilities

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• Manage enterprise customer accounts throughout the customer lifecycle.
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• Drive onboarding and product adoption.
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• Conduct QBRs and EBRs.
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• Monitor customer health and mitigate churn.
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• Identify upsell and cross-sell opportunities.
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• Deliver customer training and webinars.
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• Collaborate with Sales, Product, Engineering and Support.
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• Handle escalations and maintain customer satisfaction.
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• Create SOPs and customer success documentation.
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• Track renewal, adoption and revenue metrics.
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Required Skills

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• 6–8 years in Customer Success/Account Management in SaaS.
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• Enterprise customer management.
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• Stakeholder management and executive communication.
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• Experience with onboarding, renewals and retention.
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• Knowledge of CSAT, NPS, NRR and GRR.
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• Excellent presentation and communication skills.
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Preferred Technical Skills

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• Salesforce, Zendesk, Freshdesk, Tableau, WalkMe, Marketo, Amplitude, Clari, Advanced Excel, SQL (preferred).
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Qualifications

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• Bachelor's degree in Engineering, Business or related field.
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• Experience working with global customers is preferred.
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