Customer Success Manager

Job Description – Customer Success Manager (SaaS)

Location: Pune

Experience: 6–8 Years

Employment Type: Full-Time

About the Role

We are looking for a proactive and customer-focused Customer Success Manager to manage enterprise SaaS customers, drive product adoption, ensure customer retention, and identify growth opportunities.

Key Responsibilities

• Manage enterprise customer accounts throughout the customer lifecycle.
• Drive onboarding and product adoption.
• Conduct QBRs and EBRs.
• Monitor customer health and mitigate churn.
• Identify upsell and cross-sell opportunities.
• Deliver customer training and webinars.
• Collaborate with Sales, Product, Engineering and Support.
• Handle escalations and maintain customer satisfaction.
• Create SOPs and customer success documentation.
• Track renewal, adoption and revenue metrics.

Required Skills

• 6–8 years in Customer Success/Account Management in SaaS.
• Enterprise customer management.
• Stakeholder management and executive communication.
• Experience with onboarding, renewals and retention.
• Knowledge of CSAT, NPS, NRR and GRR.
• Excellent presentation and communication skills.

Preferred Technical Skills

• Salesforce, Zendesk, Freshdesk, Tableau, WalkMe, Marketo, Amplitude, Clari, Advanced Excel, SQL (preferred).

Qualifications

• Bachelor's degree in Engineering, Business or related field.
• Experience working with global customers is preferred.