Customer Success Manager - Enterprise Accounts

Customer Success Manager - Enterprise Accounts

We are seeking an experienced Customer Success Manager to drive success and growth for our most strategic enterprise accounts for a B2B SaaS Data Analytics product within the Media & Entertainment industry. This role will focus on managing selected $1M+ ARR accounts, ensuring exceptional customer experience, maximizing retention, and identifying expansion opportunities. The ideal candidate will serve as the primary relationship owner for these high-value partnerships, working closely with C-level executives and key stakeholders to deliver measurable business outcomes.

Key ResponsibilitiesAccount Management & Relationship Building

• Serve as the primary point of contact for assigned enterprise accounts.
• Build and maintain strong relationships with C-suite executives, technical leaders, and key decision makers
• Conduct regular business reviews (QBRs) and strategic planning sessions
• Develop comprehensive account plans with clear success metrics and growth objectives
• Partner with customers to understand their strategic initiatives and align our solutions to drive business value

Customer Success & Retention

• Monitor customer health metrics and proactively address any risks to renewal or satisfaction
• Drive product adoption and ensure customers are realizing maximum value from their investment
• Lead onboarding and implementation processes for new deployments or expansions
• Collaborate with technical teams to resolve complex issues and optimize product performance

Growth & Expansion

• Identify and develop expansion opportunities within existing accounts
• Collaborate with sales teams to execute upsell and cross-sell strategies
• Drive contract renewals and negotiate expansion agreements
• Achieve quarterly and annual growth targets for assigned accounts
• Document customer success stories and case studies for marketing initiatives

Cross-functional Collaboration

• Partner with Product, Engineering, and Support teams to ensure customer needs are met
• Collaborate with Marketing on customer reference programs and industry events
• Work closely with Sales teams during prospect meetings and renewal discussions
• Provide customer feedback to influence product roadmap and feature prioritization

Required QualificationsExperience & Background

• 5-7 years of experience in customer success, account management, or client services within enterprise B2B software
• Proven track record managing large enterprise accounts with complex stakeholder environments
• Experience working with Fortune 500 companies and navigating enterprise sales cycles
• Strong background in SaaS, technology, or digital media industries

Skills & Competencies

• Exceptional relationship-building and communication skills with ability to engage C-level executives
• Strategic thinking with ability to understand complex business challenges and develop solutions
• Strong analytical skills with experience using data to drive decision-making and measure success
• Proven ability to manage multiple high-priority accounts simultaneously
• Experience with CRM systems and customer success platforms
• Strong presentation and facilitation skills for executive-level business reviews

Technical Requirements

• Understanding of enterprise software implementation and integration processes
• Familiarity with APIs, data analytics, and technical product capabilities
• Ability to work collaboratively with technical teams and translate technical concepts for business stakeholders

Preferred Qualifications

• Industry experience in media, entertainment, streaming, or content delivery
• Track record of consistently exceeding retention and growth targets
• Experience with large-scale enterprise deployments and multi-year strategic initiatives

What We Offer

• Competitive base salary plus performance-based bonus structure
• Equity participation with significant upside potential
• Comprehensive health insurance
• Opportunity to work with industry-leading clients and cutting-edge technology

Location & Travel

Primary Location: Bengaluru

Travel Requirements: 25-30% travel for customer meetings, industry events, and team collaboration

Application Process

To apply, please submit your resume along with a cover letter highlighting:

• Your experience managing enterprise accounts and driving customer success
• Specific examples of growth achievements in previous roles
• Your approach to building relationships with senior executives
• Why you're excited about this opportunity and how you can contribute to our team

Job Type: Full-time

Work Location: In person

Job Type: Full-time

Benefits:

• Food provided
• Health insurance
• Paid sick time
• Paid time off