Customer success manager

Job Description – Customer Success Manager (Saa S)

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 Saa S 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 Saa S. 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, Walk Me, Marketo, Amplitude, Clari, Advanced Excel, SQL (preferred).

Qualifications

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