Xeno - Senior Customer Success Manager

- About Xeno is an AI-driven CRM company for large D2C brands and retailers.

- We have some of the biggest brands in our portfolio like Tommy Hilfiger, CK, jack & jones, levis, taco bell, barbeque nation etc.

- Xeno enables large D2C brands & omnichannel retailers to engage their customers across eCommerce & stores.

- With the digital retail wave alongside us, we've seen a 7x growth in the number of brands using Xeno.

- We are seeking a Senior Customer Success Manager to build and nurture long-term partnerships with key clients and be a trusted advisor in their growth journey.

- The ideal candidate will deeply understand client needs, offer tailored solutions, and drive revenue through upselling and cross-selling opportunities.

- You'll work closely with internal teams to ensure seamless solution delivery, proactively address concerns, and minimize churn.

- We're looking for someone who can advocate for clients, align their goals with our offerings, and develop proactive strategies to ensure high satisfaction.

- If you're passionate about driving client success, we'd love to connect!.

Key Responsibilities:

- Work with accounts from the kickoff stage to understand their business objectives.

- Collaborate with Product Implementation experts during onboarding.

- Drive product adoption and ensure customers see value in the platform.

- Create campaign and journey plans using pre-built playbooks with Associate CSMs & Sr. Consultants.

- Present campaign plans to accounts (if part of your account scope).

- Set up and lead Executive Business Reviews (monthly to annually), including deck creation.

- Build strong relationships with champions and decision-makers.

- Ensure timely renewals and drive up-sell opportunities.

- Ask users to raise support tickets directly; act as the escalation point when needed.

- Share customer feedback proactively with the Product to influence the roadmap.

Skills and Qualifications:

- 7-10 years of experience; at least 5 years of relevant work experience in a customer-facing role (customer success or account management).

- SaaS experience is a benefit.

- Familiarity with CRM and marketing campaign planning; can build and present success plans using internal playbooks.

- Bachelor's degree in IT/Computer Science.

- Excellent personal presentation and communication skills and strong client servicing skills.

- Strong problem-solving skills and working knowledge of Excel & SQL