Customer Success Manager

Customer Success Society · India

We have been given a mandate to hire a Customer Success Manager for a fast-growing, venture-backed B2B SaaS platform in the AI-powered conversation and revenue intelligence space, with 1,200+ paying customers.

Customer Success Manager

We are looking for a Customer Success Manager to own and drive the customer success charter for a fast-growing, venture-backed B2B SaaS platform operating in the AI-powered conversation and revenue intelligence space, with 1,200+ paying customers.

The role will work closely with sales, product, engineering, support, marketing and analytics teams to drive adoption, retention and expansion across the customer lifecycle, from onboarding and time to value through renewal and repeat purchase.

This is a high-ownership role for a customer success professional who combines strong customer understanding, data orientation, process building ability and working knowledge of AI and automation tooling.

Key Responsibilities

• Own the customer success roadmap and playbook for the assigned portfolio, aligned with overall revenue and retention objectives.
• Drive the end-to-end customer journey covering onboarding, activation, adoption, value realisation, renewal, expansion and advocacy.
• Define and track success metrics tied to each customer's stated business goals and deliver measurable outcomes against them.
• Identify churn risk and expansion opportunity early through product usage data, health scores, support signals and customer conversations.
• Work closely with Sales, Product, Engineering, Support, Marketing and Analytics teams to resolve customer issues and unlock growth within accounts.
• Improve key metrics including net revenue retention, gross retention, time to value, product adoption depth, onboarding TAT and CSAT or NPS.
• Run business reviews with senior stakeholders focused on ROI, outcomes and roadmap alignment rather than activity reporting.
• Build and optimise customer journeys across in-product, email and lifecycle touchpoints in partnership with Product and Marketing.
• Leverage usage and account data for segmentation, personalisation and proactive, low-touch success motions at scale.
• Design and automate playbooks for onboarding, adoption nudges, risk escalation and renewal so that repeatable work runs without manual effort.
• Act as the voice of the customer internally, converting feedback and usage patterns into structured, prioritised product input.
• Drive experimentation through cohort analysis, funnel reviews and A/B testing of onboarding and adoption interventions.
• Own accurate forecasting of renewals and expansion for the portfolio, along with clean CRM and CS platform hygiene.
• Track competitive developments and emerging practice across customer success, AI tooling and the revenue intelligence category.

Candidate Profile

• 5+ years of experience in Customer Success, Account Management or similar customer-facing roles, preferably in B2B SaaS.
• Strong experience owning retention and expansion for mid-market or enterprise accounts.
• Prior experience in an early-stage or high-growth company, where playbooks had to be built rather than inherited, will be strongly preferred.
• Strong understanding of the post-sales lifecycle including onboarding, adoption, health scoring, renewal and expansion.
• Data-driven mindset with the ability to use product usage metrics, funnels and cohort insights to make decisions.
• Hands-on with CRM (HubSpot or similar), customer success platforms, product analytics (Amplitude or similar) and AI or automation tools.
• Strong written and verbal communication, with the ability to engage and influence senior and executive stakeholders.
• Comfortable working independently in a remote setup with overlap into US business hours.

Location: Remote

Compensation: Competitive fixed base plus performance-linked variable tied to retention and expansion outcomes, along with equity. Details shared during the process.