Senior Customer Success Manager

Senior Customer Success Manager

• Function : Customer Success
• Job Location : Whitefield, Bangalore
• Reporting to : Lead - Customer Success
• Shift timings: : (1 PM - 10 PM IST)

About Us:

Zluri is a next-gen Identity Governance and Administration (IGA) platform that enables IT and security teams to discover identities and applications, streamline access management, and automate access reviews—all from a single, intuitive interface. With Zluri, organisations automate compliance readiness and ensure that the right people have the right access to the right applications at the right time, with minimal time and manual effort.

Role Summary:

We are seeking a dynamic and customer-focused Senior Customer Success Manager to lead the success of our Enterprise customer portfolio. This role is responsible for ensuring seamless onboarding, driving continuous value, strengthening strategic relationships, and identifying opportunities for renewals and expansion. As the primary customer advocate, the CSM will design and execute success plans that promote satisfaction, retention, and growth, leveraging an AI-first approach throughout the customer lifecycle.

Key Responsibilities:

• Customer Onboarding & Implementation:

  Lead end-to-end onboarding by defining scope, creating actionable implementation plans, ensuring quick value realization, and providing training and enablement to drive confident product adoption.

• Relationship & Account Management:

  Build strong, trust-based relationships with senior customer executives to drive alignment, strengthen partnerships, and support long-term retention and growth.

• Renewals, Upsell & Expansion:

  Proactively identify renewal risks and opportunities, and drive cross-sell/upsell by aligning customer needs with the right solutions.

• Technical & Operational Excellence:

  Leverage technical acumen to resolve complex issues, optimize product usage, lead regular success meetings, manage escalations, and communicate product updates effectively.

• Process Improvement & Team Contribution:

  Document workflows and playbooks to streamline operations, encourage customer advocacy, and support team development through knowledge sharing and recruitment involvement.

Qualification and Experience

• Education

  : Bachelor's degree in Computer Science, Engineering, or a related field.

• Experience:

  4-6 years of experience in Account Management or SaaS Customer Success roles; experience working at a start-up with Enterprise software is a plus

• Previous experience in cybersecurity, identity security, or iPaas required.

• Experience in Enterprise retention and handling C-suite relationships.

• Experience in handling revenue retention/expansion KPIs.

Key Skills:

• Soft Skills:

  Strong written and verbal communication skills, with the ability to navigate customer issues and escalations with diplomacy, tact, and professionalism.

• Technical Skills:

  Familiarity with IAM, SaaS platforms and CS metrics. Functional knowledge about automation workflows such as n8n, AI agents, APIs, webhooks and SDKs.

• Good to have: Experience in the enterprise software industry.

Empowering Diversity, Championing Inclusivity

Zluri values diversity and inclusivity, fostering an environment where every individual feels welcome and respected. We are an Equal Opportunity Employer, providing fair consideration to all qualified applicants, regardless of race, color, religion, gender, gender identity, sexual orientation, national origin, genetics, disability, age, or veteran status.