Customer Success Manager - Enterprise Accounts

Location: Bangalore

Employment Type: Full-Time

Experience: 5 - 8 Years

Reports To: Senior Customer Success Manager

The Role

As a Customer Success Manager, you own a portfolio of enterprise accounts across the full customer lifecycle - onboarding, adoption, value realization, renewal and growth.

You will be the person your customers call first: close enough to their operations to understand what they are actually trying to fix.

You will have a small portfolio rather than a long list, so the work is depth, not coverage.

What You'll Do

Own your accounts:

- Own a portfolio of enterprise accounts end to end, from onboarding through renewal

- Build relationships across the customer organization - operations, supply chain, IT and leadership - so the account never rests on one champion

- Keep a live account plan for each customer: objectives, adoption, risks and opportunities

- Bring structure to accounts that need it - work out why adoption has stalled and put a plan in place to fix it

- Handle the difficult conversations yourself - escalations, resetting expectations, and getting a relationship back on track

Drive adoption and show the value:

- Track adoption, usage and business KPIs, and act early when something moves the wrong way

- Run scenarios and what-if analyses in the platform yourself, and use them to show customers what better looks like in their own numbers

- Demonstrate ROI in the customer's operational terms - cost per drop, utilization, service levels

Run the account rhythm:

- Run weekly, monthly and quarterly reviews built on adoption and business metrics, not activity updates

- Drive agreed actions to closure - on both sides of the table

- Work closely with our Implementation Engineers through onboarding and go-live - including customer-side readiness like UAT sign-off and training - then own the account once it moves to steady state

- Bring the business context to issue prioritization so Product and Engineering know what actually hurts

- Use AI-assisted tooling and automation to take the manual work out of reporting and review prep

Own renewals and growth:

- Own renewal readiness and act on churn risk long before it becomes a conversation

- Build value cases from real adoption evidence

- Identify expansion opportunities, and bring in Implementation early to sanity-check feasibility

- Partner with Sales on commercial discussions, upsell and cross-sell

What We're Looking For

Experience:

- 5 - 8 years in Customer Success, Account Management, SaaS Consulting or enterprise Implementation

- You have owned enterprise B2B SaaS accounts yourself - including the hard conversations and the renewals

- You can talk us through a specific account you turned around, and what you personally did

- Exposure to logistics, supply chain, transportation, FMCG/CPG, dairy or manufacturing operations is a real advantage

- You have built a business case from platform data yourself rather than briefing someone else to do it

Skills:

- Customer Success: account ownership, adoption and value realization, customer health and churn management, review governance, renewal and expansion planning, stakeholder management

- Analytical: comfortable with usage data, KPIs and reporting; strong Excel/Google Sheets; able to tell a clear story with numbers

- Product fluency: willing to get properly hands-on with the platform - enough to run a scenario, read the output, and explain the logic of a plan to a customer's operations team without escalating

- AI & automation: practical fluency with AI tools, and the instinct to automate your own repetitive work

- Languages: professional fluency in English. Because much of this work happens with plant, depot and transport teams, the ability to engage in Kannada and Hindi is preferred; Tamil or Telugu is a bonus

Nice to have:

- Enough API and integration literacy to work out whether an issue sits with the platform, the integration or the customer's process before escalating it

- Familiarity with Jira, HubSpot and BI tools (Power BI, Tableau, Looker)

- Experience with international or global enterprise customers

Why This Role:

- Named enterprise accounts, owned properly - you are not one of twenty CSMs holding a slice of a list

- You are joining a Customer Success function while it is still being built, which means your way of working becomes the way it is done here

- Direct access to Product, Engineering and leadership - the feedback you bring in gets acted on, not filed

- Deep domain to grow into: logistics optimization is genuinely hard, and the expertise you build here transfers

- A team that would rather you make the call than wait for permission