VuNet Systems - Manager - Customer Success

Role Title: Customer Success Manager (CSM) or Senior CSM

Experience: 5 - 10 Years

Location: Mumbai (Hybrid)

Role Summary:

The Customer Success Manager (CSM) will act as the primary business-facing owner for customer relationships, ensuring successful adoption, retention, and expansion of the platform across assigned accounts.

The CSM will partner closely with customers to drive business outcomes, improve platform adoption, manage executive relationships, and support long-term account growth. This role will work cross-functionally with Sales, Services, Support, Product, and TAM teams to ensure overall customer success.

Key Responsibilities:

Customer Relationship Management

- Build and maintain strong relationships with customer stakeholders and executive sponsors

- Act as a trusted advisor for customer success and value realization

- Conduct regular governance meetings and Quarterly Business Reviews (QBRs)

Adoption & Value Realization

- Monitor customer adoption and platform usage trends

- Drive alignment between customer business goals and platform outcomes

- Ensure customers derive measurable value from the platform

Renewal & Retention Management

- Own customer health and renewal readiness

- Identify and mitigate churn risks proactively

- Partner with Sales on commercial renewal planning

Expansion & Growth

- Identify opportunities for expansion across use-cases, teams, and business units

- Collaborate with Sales to support upsell and cross-sell initiatives

- Drive customer advocacy, references, and testimonials

Cross-Functional Collaboration

- Coordinate with Sales, Services, Support, and Product teams

- Ensure timely resolution of customer escalations

- Act as the voice of the customer internally

Required Skills & Experience:

- 5+ years of experience in Customer Success, Account Management, or Enterprise SaaS

- Strong executive communication and stakeholder management skills

- Experience managing enterprise customers in SaaS / observability / platform businesses

- Understanding of customer adoption and retention metrics

- Ability to manage complex customer environments and cross-functional teams

- Experience in observability, monitoring, analytics, or enterprise platform technologies

- Exposure to enterprise support and delivery models

- Experience driving renewals and expansion motions