Manager - Customer Success - B2B SaaS

About the Role:

We are looking for a Customer Success Manager (CSM) to drive customer retention, product adoption, and account growth for our B2B SaaS platform.

This is a high-impact, revenue-linked role where you will manage key client relationships, act as a strategic advisor, and unlock upsell/cross-sell opportunities across accounts.

Key Responsibilities:

Customer Success & Relationship Management:

- Own and manage end-to-end relationships with key B2B clients

- Build strong connections with decision-makers and stakeholders

- Act as a trusted advisor, ensuring long-term customer success and satisfaction

Adoption & Value Realization:

- Drive product/platform adoption across client organizations

- Ensure clients derive maximum business value and ROI from the platform

- Monitor usage, identify gaps, and proactively improve engagement

Account Growth & Revenue Expansion:

- Identify and drive upselling and cross-selling opportunities

- Lead renewals, pricing discussions, and commercial negotiations

- Own account growth metrics including retention, expansion, and churn reduction

Cross-Functional Collaboration:

- Work closely with Sales, Product, and Support teams to deliver seamless client experience

- Provide customer feedback and insights to influence product roadmap

- Ensure alignment between client needs and internal delivery teams

Strategic Account Management:

- Develop and execute account plans for growth and retention

- Analyze customer data and usage patterns to identify growth opportunities

- Drive long-term partnerships with enterprise clients

What Were Looking For (Must Have):

- 2+ years of experience in Customer Success / Account Management in a B2B SaaS environment

- Proven track record in driving product adoption, retention, and account growth

- Experience handling upselling, cross-selling, and renewals

- Strong experience in commercial discussions and pricing conversations

- Excellent communication, stakeholder management, and strategic thinking skills

- Experience working with SaaS platforms / survey platforms / market research tools

Preferred Background:

- Experience in market research / insights platforms (e.g., Kantar, Nielsen, Toluna, Cint, Rakuten Insight, etc.)

- Exposure to enterprise clients and platform-based offerings

- Strong understanding of customer lifecycle management in SaaS businesses

Role Details:

Location: Mumbai / Gurgaon (Hybrid)

Role Type: Individual Contributor (IC)

Why Join Us?

- Opportunity to work with high-growth SaaS platform and enterprise clients

- Direct impact on revenue, retention, and customer success metrics

- High ownership role with strategic client exposure

- Collaborative and fast-paced work environment