Customer Success Manager, Enterprise SaaS

Job Description

Role Overview We are looking for an experienced Customer Success Specialist to lead our enterprise customer success strategy. You will manage relationships with senior leaders, optimize customer ROI, and ensure a smooth end-to-end customer journey. You will create scalable playbooks, manage feedback, drive growth within enterprise accounts, and work towards sustainability goals for our clients in the fashion and textile industries. Key Responsibilities Customer Success Strategy & Playbooks Develop and execute customer success playbooks to drive adoption, value, and ROI. Create digital content (guides, videos, webinars) to support users and scale success. Own the full customer lifecycle onboarding, adoption, expansion, and retention. Serve as the primary point of contact and "face of GreenStitch" for enterprise customers. Client Relationship & Growth Build and nurture relationships with enterprise clients. Partner with customers to identify growth opportunities, upsells, and cross-sells. Develop strategies to expand accounts within large enterprises, driving long-term value. Metrics & Feedback Management Define and track key customer success metrics (e.g., adoption rates, retention, NPS). Manage and triage customer feedback, proactively resolving challenges and driving solutions. Advocate for customer needs and provide insights to the product and engineering teams. Sustainability Insights & Strategic Problem Solving Utilise your industry knowledge to help clients understand and act on sustainability insights related to decarbonisation and emission reduction. Collaborate with internal teams to resolve client concerns and tailor solutions to meet operational and sustainability goals. Storytelling & Relationship Building Share customer success stories, case studies, and use cases to demonstrate ROI and impact. Cultivate champion users who drive product adoption across their organizations. Required Skills and Qualifications Experience 25 years of experience in a customer success or client-facing role, ideally in a top-tier enterprise SaaS company. Proven ability to handle enterprise clients with professionalism and strategic thinking. Industry Knowledge Familiarity with the fashion and textile industry, particularly sustainability trends and challenges. Strong understanding of customer success frameworks, playbooks, and metrics. Skills Strong problem-solving skills and the ability to proactively resolve complex challenges. Fluency in Hindi and English (spoken and written) is mandatory. Excellent communication, presentation, and relationship-building skills. Personal Qualities Passion for making a positive global impact, particularly in climate-tech and sustainability. A self-sufficient learner who takes initiative and embraces challenges. Ability to balance technical knowledge with empathy and strong relationship-building skills. What We Offer Opportunity to learn, grow, and lead in a mission-driven startup environment. Interface with industry leaders and contribute to the next wave of digital transformation in sustainability and ESG. Competitive compensation and meaningful equity ownership. Industry-leading healthcare benefits to support your well-being. Quarterly on-sites with the full company to collaborate, align, and bond as a team.