Customer Success Manager - B2B SaaS - US Market

NOTE:

- HIRING FOR A B2B SAAS STARTUP THAT TARGETS THE US MARKET

- HYBRID ROLE IN BANGALORE (location: HSR layout)

- SHOULD BE OPEN FOR US SHIFT (6.30pm -3/3.30pm)

Job role:

- Act as the primary point of contact for clients post-sale, nurturing long-term relationships and ensuring they derive maximum value from our platform.

- Proactively identify opportunities to expand account value through upselling and cross-selling, collaborating with the Sales team to drive conversions.

- Lead onboarding and implementation efforts to guarantee a smooth transition and successful product adoption.

- Host regular check-ins (weekly or biweekly) and lead Quarterly Business Reviews (QBRs) to monitor progress, align expectations, and maintain strategic alignment with key stakeholders.

- Provide prompt, knowledgeable responses to customer inquiries, using your deep understanding of the product and a solutions-focused mindset.

- Champion customer advocacy through initiatives like referrals, testimonials, success stories, and collaborative marketing efforts.

- Coordinate exclusive client events such as executive dinners and micro-engagements alongside Sales to build trust and deepen client relationships.

- Work cross-functionally with Product, Sales, and Operations to ensure a cohesive, high-impact customer journey.

- Regularly gather customer feedback and industry trends to contribute to product development and future planning.

Requirements:

- At least 2 years of experience in Customer Success or Account Management roles within a B2B SaaS environment focused on the US market.

- Demonstrated success in managing mid-to-high Annual Contract Value (ACV) accounts ($60K$200K), with the ability to influence and engage stakeholders effectively.

- Familiarity with engineering services, SaaS solutions, or AI-based platforms.

- A customer-first mindset with a strong sense of ownership, agility, and drive to deliver exceptional service.

- Excellent communication, interpersonal, and organizational skills.

- Bonus: Background in working with AI-powered tools or experience in high-growth startup settings.