Customer Success Manager - B2B SaaS

Description:

Job Title: Customer Success Manager

Location: Pune (Hybrid)

Experience Required: 3+ years.

Industry: B2B SaaS (Tech Product Companies Only)

About the Role:

We are looking for an experienced and driven Customer Success Manager to join our team in Pune. The ideal candidate will have a proven track record of managing North American and European enterprise or mid-market clients, ensuring high adoption, satisfaction, and retention. This role is critical in building long-term customer relationships and driving product value realization.

Key Responsibilities:

- Own end-to-end customer lifecycle including onboarding, adoption, retention, and expansion.

- Manage and nurture relationships with clients across North America and Europe.

- Serve as the primary point of contact for customer accounts, ensuring timely resolution of issues.

- Conduct regular business reviews, share insights, and help customers achieve maximum value from the product.

- Identify risks and opportunities within accounts; work cross-functionally with Product, Engineering, and Support teams.

- Track customer health metrics, usage patterns, and deliver proactive engagement strategies.

- Drive upsell/cross-sell opportunities in collaboration with the Sales team.

- Document customer feedback and contribute to continuous product improvement.

- Maintain high customer satisfaction scores and improve retention rates.

Required Qualifications:

- 3- 8 years of total experience in Customer Success, Account Management, or Client-Facing roles.

- Minimum 2 years of relevant experience in Customer Success in a B2B SaaS environment.

- Mandatory experience managing North America and/or Europe clients.

- Must come only from tech product / SaaS companies (Service-based or non-product backgrounds will not be considered).

- Strong communication, stakeholder management, and customer relationship skills.

- Ability to analyze customer data, identify trends, and create actionable insights.

- Experience working with CRM and customer success tools (e.g., HubSpot, Salesforce, Gainsight, Zendesk, Intercom).

Preferred Skills:

- Experience managing enterprise or mid-market B2B customers.

- Ability to work cross-functionally and collaborate with technical teams.

- Strong problem-solving mindset with a customer-first approach.

- Comfortable working in fast-paced, high-growth SaaS environments.

Why Join Us?:

- Work with a strong product-led organization.

- Opportunity to collaborate with global customers.

- Dynamic and growth-oriented environment.

- Competitive compensation and benefits.