Customer Success Manager - B2B SaaS

Description:

We are looking for a Customer Success Manager (CSM) to drive client success, product adoption, and revenue growth for our B2B SaaS platform in the CX / Market Research / Insights space.

This is a client-facing, commercially driven role where you will manage key accounts, act as a strategic advisor, and unlock growth through upselling, cross-selling, and renewals.

Key Responsibilities:

- Own and grow enterprise client relationships with a focus on retention and expansion

- Drive platform adoption and value realization across client organizations

- Identify and execute upsell, cross-sell, and account growth opportunities

- Lead renewals, pricing discussions, and commercial negotiations

- Partner with Sales, Product, and Support teams to deliver a seamless client experience

- Build strong stakeholder relationships and position yourself as a trusted advisor

Ideal Candidate:

- 2-6 years of experience in Customer Success / Account Management in B2B SaaS

- Strong exposure to CX platforms / Survey tools / Market Research platforms

- Proven ability to drive adoption, retention, and account growth

- Experience managing commercial conversations and renewals

- Strong stakeholder management, communication, and strategic thinking skills

Mandatory Background:

- Experience in SaaS platforms within Market Research / CX / Insights domain

- Prior experience with survey platforms or research-led product offerings

- Exposure to client-facing roles with revenue responsibility

Note: Candidates from generic SaaS domains without CX/Insights platform exposure will not be considered.

Preferred Companies:

- Experience in organizations such as Kantar, NielsenIQ, Toluna, Cint, Rakuten Insight, or similar platform-led market research firms.

Role Details:

- Individual Contributor (IC role)

- Hybrid setup - Mumbai / Gurgaon

What Makes This Role Attractive:

- Direct ownership of client success + revenue growth

- Exposure to enterprise clients and strategic accounts

- Opportunity to work at the intersection of data, insights, and SaaS

- High visibility and impact on business outcomes

Why Join?:

- Be part of a fast-growing SaaS and insights ecosystem

- Work closely with cross-functional teams and leadership

- Strong learning curve across client strategy and commercial growth