Own Outcomes, Not Just Accounts:
Guide a portfolio of strategic customers toward achieving their business goals with Document360. Help them realize value not just features.
Drive Retention & Expansion:
You ll be measured on churn and expansion KPIs and empowered with the tools, playbooks, and autonomy to move the needle.
Lead Strategic Conversations:
From QBRs to renewals, you ll engage with decision-makers and champions to align expectations and outcomes.
Execute & Improve CS Playbooks:
Run our structured customer success motions and iterate where needed to drive better scale or signal.
Identify and Solve Risks Early:
Be the eyes and ears on account health. Surface churn risks, usage gaps, or misalignment before they become issues.
Mentor & Model Excellence:
Be a role model to junior CSMs, helping uplevel the team s skill, judgment, and strategic posture.
Be the Voice of the Customer:
Influence our product and roadmap by synthesizing trends and relaying structured customer feedback.

Who ll be good fit:

Must have 3 6 years of experience in B2B SaaS Customer Success, Account Management, or Consulting.
Should have owned and moved the needle on churn and/or expansion KPIs in a prior role and are confident doing it again.
Ability to know how to align usage with business value. (Don t confuse activity for impact you focus on outcomes, not check-ins)
Are savvy with prompt engineering and tools like ChatGPT, Perplexity, or other GenAI platforms to streamline your work, analyze data faster, and communicate more effectively.
Love engaging with senior stakeholders and leading value-based conversations.
Operate well in ambiguity, and who are proactive, structured, and emotionally intelligent.
Have experience with tools like Gainsight, Catalyst, Totango, ChurnZero, SmartKarrot, or similar (nice to have)

More Jobs at Kovaico

Senior Customer Success Manager

coimbatore

3.0 - 6.0 yrs

INR 9 - 13 Lacs

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