Customer Success Manager

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About the Role

Senior Customer Success Manager (Sr. CSM)

This role requires strong customer understanding, team coordination skills, and the ability to operate strategically in a fast-paced, SaaS-first environment.

Key Responsibilities:

Team Management & Support

• Guide, mentor, and support a team of CSMs and Key Account Managers.
• Help drive team performance, capability building, and process adherence.
• Support the team in meeting retention, renewal, NPS, and account growth goals.
• Promote a collaborative, ownership-driven, customer-centric culture.

Customer Relationship Ownership

• Oversee strategic and high-impact customer accounts.
• Support the team in handling escalations, complex use cases, and customer queries.
• Participate in executive-level business reviews (QBRs/MBRs) with key accounts.
• Build long-term customer relationships that drive value, satisfaction, and advocacy.

Customer Success Operations & Strategy

• Contribute to improving customer success processes across onboarding, adoption, retention, and expansion.
• Monitor customer risks and coordinate proactive action plans.
• Drive renewals and expansions in collaboration with Sales & Revenue teams.
• Support creation of segment-based engagement playbooks and best practices.

Cross-Functional Collaboration

• Work closely with Product, Engineering, Sales, and Marketing teams to share customer insights.
• Represent customer needs internally to influence product improvements.
• Collaborate with Sales for smooth handoffs and expansion opportunities.

Analytics, Reporting & Forecasting

• Monitor customer health scores, usage analytics, and churn indicators.
• Provide regular insights and updates to internal stakeholders.
• Track CS KPIs such as NRR, GRR, adoption, activation timelines, and usage trends.

Requirements

• Bachelor's degree in Business, Marketing, Technology, or a related field.

• 47 years

  of experience in Customer Success or Account Management.

• Experience working in SaaS is a must.

• 12 years of team mentoring experience

  (CSMs, Account Managers, Key Accounts).
• Proven success in managing enterprise/high-value accounts, renewals, and expansions.
• Strong communication, stakeholder management, and interpersonal skills.
• Analytical mindset with experience in CS tools (Gainsight, HubSpot, Zoho, Intercom, etc.).
• Strong prioritisation skills and ability to work in a fast-paced environment.