Role Overview:

We are looking for a client-focused Customer Success Manager (CSM) to drive account growth, product adoption, and long-term client success for a B2B SaaS platform in the market research / customer insights space.

This role goes beyond traditional account management - you will act as a strategic partner to clients, ensuring they derive measurable business value while identifying opportunities for revenue expansion through upsell and cross-sell.

Key Responsibilities:

- Own and manage end-to-end client relationships for a portfolio of enterprise and mid-market accounts

- Drive product adoption and usage to ensure clients maximize value from the platform

- Identify and execute upselling and cross-selling opportunities to grow account revenue

- Lead renewals, pricing discussions, and commercial negotiations

- Build strong relationships with key stakeholders, including research teams, marketing leaders, and decision-makers

- Act as a trusted advisor, guiding clients on best practices in surveys, CX measurement, and insights generation

- Collaborate with sales, product, and support teams to deliver a seamless and high-quality client experience

- Translate client needs into actionable feedback for product and platform improvements

- Ensure high levels of customer satisfaction, retention, and account expansion

Candidate Profile:

- 2+ years of experience in Customer Success / Account Management in a B2B SaaS environment

- Strong background in market research, survey platforms, or customer insights solutions

- Proven experience in driving product adoption for research/CX platforms

- Demonstrated ability to upsell, cross-sell, and grow existing accounts

- Experience handling commercial discussions including renewals and pricing negotiations

- Strong business acumen and strategic thinking with excellent communication skills

- Ability to engage and influence client stakeholders across functions and seniority levels

- Experience working with platform-based offerings in market research firms or SaaS companies

Strict Requirement (Important):

- Must have experience in survey platforms / CX tools / insights platforms / market research SaaS

- Candidates from generic SaaS domains (fintech, edtech, HRtech, etc.) without research/CX exposure will not be considered

- Profiles from freelancers, pure research agencies, or non-platform roles will not be considered

- Preferred experience from organizations such as Kantar Worldpanel, NielsenIQ, Toluna, Cint, Rakuten Insight, or similar ecosystem players

Role Details:

- Experience: 2-6 Years

- Location: Mumbai (Hybrid) / Gurgaon (Hybrid)

- Role Type: Individual Contributor (IC)

What Makes This Role Attractive:

- Direct ownership of revenue growth and client success

- Opportunity to work with leading brands and research-driven organizations

- Exposure to cutting-edge survey, CX, and insights platforms

- High visibility role with strong client interaction and business impact