Senior Customer Success Manager

Role Overview

The Senior Customer Success Manager (CSM) owns the post-sales customer journey for a portfolio of enterprise customers. The role focuses on driving adoption, value realization, retention, and expansion by building trusted advisor relationships and delivering strategic, consultative engagement.

This role is ideal for a success-driven, self-starting professional with strong relationship management, enterprise software exposure, and a customer-first mindset.

Role Details

• Employment Type: Full-Time
• Work Model: Remote
• Location: India
• Time Zone Coverage: 9:00 PM 6:00 AM IST (Mountain & Pacific Time Zones)
• Reporting To: Director, Customer Success
• Travel Requirement: Up to 30% (North America customer sites)
• Visa Sponsorship: Not available

Key Responsibilities

Customer Relationship Management

• Build and maintain strong relationships with multiple customer stakeholders
• Act as the primary post-sales point of contact for products, services, training, and resources
• Serve as a trusted advisor by understanding customer goals, challenges, and success criteria

Onboarding & Adoption

• Partner with onboarding teams to ensure a successful customer start
• Engage customers on a regular cadence to review:
  
• Product usage
• Performance metrics
• Training and enablement needs
• Drive adoption to ensure customers maximize value from their Worksoft investment

Customer Success Planning & Growth

• Develop and maintain customer success plans for each account
• Define and track KPIs aligned to customer outcomes
• Monitor customer health and proactively mitigate retention risks
• Plan and execute regular business reviews
• Identify and guide expansion, upsell, and cross-sell opportunities

Escalation & Issue Management

• Provide escalation support for customer and internal issues
• Diagnose root causes and guide resolution efforts
• Manage unexpected situations with professionalism and urgency

Voice of Customer & Internal Alignment

• Gather and articulate customer feedback to Product and internal teams
• Influence product enhancements and roadmap decisions
• Maintain accurate customer data, interactions, and health indicators in CRM systems

Required Skills & Competencies

• Exceptional verbal and written communication skills
• Strong consultative and relationship-building capabilities
• Deep understanding of enterprise software environments or ability to learn quickly
• Knowledge of test automation and QA industry trends
• Structured problem-solving and root-cause analysis skills
• Strong organizational and time management skills
• Ability to manage multiple accounts and priorities simultaneously
• Data-driven mindset with the ability to interpret customer metrics
• Sales acumen to identify growth opportunities and collaborate with Sales teams
• High adaptability in fast-paced, evolving environments
• Strong cross-functional collaboration skills
• High emotional intelligence with empathy and customer-centric thinking

Experience & Qualifications

• 5 to 8 years of experience in customer success or customer-facing roles within a technology or software company (preferably SaaS)
• Minimum 2 years of experience with:
  
• Software automation and/or
• Software quality assurance
• Experience implementing or upgrading enterprise software solutions
• Exposure to SAP, Oracle, or similar enterprise platforms
• Understanding of enterprise software lifecycles:
  
• Agile
• Hybrid
• Waterfall
• Ability to travel internationally up to 30%

Success Metrics

• Customer retention and renewal outcomes
• Product adoption and value realization
• Customer health and satisfaction indicators
• Effectiveness of customer success plans and business reviews
• Identification and support of expansion opportunities
• Accuracy and quality of CRM data and reporting

Why Join Worksoft

• Collaborative and supportive team environment
• Exposure to multiple enterprise technologies and tools
• Opportunity to grow consultative and customer-facing skills
• Competitive compensation and benefits
• Flexible remote work model
• Direct impact on customer outcomes and company growth