Customer Success Manager - Enterprise Accounts - B2B SaaS

Description:

The Opportunity

We are looking for a high-impact Strategic Customer Success Manager to own the post-sales journey for our Tier-1 enterprise clients. You will be the bridge between our products capabilities and our customers' business objectives. This is a role for a "Product-First" relationship builder who understands that retention is driven by deep value realization and strategic partnership.

Roles & Responsibilities

- Strategic Advisory: Act as a trusted consultant to C-suite stakeholders, ensuring they achieve their desired business outcomes through our platform.

- Drive Product Adoption: Master our product ecosystem to identify underutilized features and drive deep integration within the clients workflow.

- Retention & Expansion: Own the renewal lifecycle and identify opportunities for upsells/cross-sells to grow the Lifetime Value (LTV) of your portfolio.

- Customer Health Monitoring: Proactively track engagement metrics, identify at-risk accounts, and execute "turnaround" strategies to prevent churn.

- Voice of the Customer (VoC): Synthesize customer feedback and friction points to influence the Product Roadmap, ensuring our solution evolves with market needs.

- Onboarding Excellence: Lead the end-to-end implementation for new accounts, ensuring a seamless transition and rapid "time-to-value."

Mandatory Requirements

- Industry Experience: Must have proven experience in B2B SaaS product companies or Survey/Feedback platforms (e.g., Qualtrics, Medallia, SurveyMonkey, or similar).

- Customer Lifecycle Mastery: Strong track record in managing renewals, client onboarding, and strategic account planning.

- Communication: Exceptional storytelling and presentation skillsyou can navigate boardroom discussions with ease.

- Analytical Mindset: Ability to translate complex data into clear, actionable business reviews (QBRs/EBRs).

- Domain Knowledge: Familiarity with the metrics that matter in SaaS: MRR, NRR, Churn Rate, and NPS.

Mandatory Location Notes

This is a Hybrid role. We are currently hiring for two specific locations:

Mumbai (1 Position)

Gurgaon (1 Position)

Candidates must be based in or willing to relocate to these cities.