Senior Customer Success Manager

Taglynk · Bengaluru, India

We are a AI-powered platform with roughly 200 enterprise customers across India. Most of our historical growth has come from new-logo acquisition. This role exists to make sure the customers we've already won get more value, renew reliably, and expand their footprint with us over time.

This is a pure customer success and account-growth role – not new-business sales. You will inherit a live book of existing Indian enterprise accounts, build real relationships with the business stakeholders inside them, and be the person who spots and drives the next module, seat, or use case they should adopt. Think “land and expand”: the deal is already landed – your job is to expand it responsibly, without ever putting the relationship at risk to hit a number.

What you’ll Own

1. Expansion (land & expand) – primary focus

• Treat every account in your book as a live expansion target, not just a renewal to protect. Build and maintain an account-by-account expansion thesis: which module, seat count, business unit, or geography is the logical next purchase, and why.
• Own cross-sell motion Proactively surface expansion triggers: org growth, new business units, leadership changes, increased contract volume, or usage patterns that signal a customer has outgrown their current plan.
• Partner with Sales on structuring and pricing expansion deals, but own the relationship and the commercial conversation directly for most expansion motions – you are the face of growth to the customer, not a hand-off point.
• Maintain a live, reviewed-monthly expansion pipeline per account with a clear next step, owner, and timeline – growth should be engineered, not left to chance conversations.
• Set and track a personal expansion revenue target for your book each quarter, in addition to retention metrics.

2. Relationship management

• Be the senior, trusted point of contact for a portfolio of 25–35 enterprise accounts
• Build relationships that go beyond the day-to-day product user – get access to and credibility with decision-makers and economic buyers within each account, since expansion conversations happen at that level, not with the end user.
• Run a regular cadence of check-ins, business reviews, and executive touchpoints so Legistify never feels absent between renewals – and so expansion conversations don't feel like a cold ask.

3. Adoption & value realization

• Ensure every account is actually using what they've bought – track feature and module adoption, and proactively intervene where usage is lagging (low usage kills both retention and expansion).
• Run structured onboarding follow-through and periodic health checks so accounts see measurable time, cost, or risk-reduction outcomes from Legistify.
• Build and present ROI narratives and success stories that make expansion the obvious next step, not a hard sell.

4. Renewals & retention

• Own the end-to-end renewal process for your book – forecasting, timely outreach, negotiation support, and clean handoffs with Legal/Finance where needed.
• Track account health proactively (usage, sentiment, stakeholder turnover, support tickets) and flag at-risk accounts early enough to act, not after a cancellation notice.
• Treat retention as the floor, not the ceiling – a renewed-but-flat account is an acceptable outcome only if there was genuinely no expansion opportunity in that cycle.

5. Cross-functional feedback loop

• Represent the voice of the customer internally – feed product feedback, feature requests, and competitive intelligence back to Product and Founders in a structured way.
• Work closely with Implementation/Support to make sure operational issues don't quietly erode a relationship or block an expansion conversation you're responsible for.

What We’re looking for

We are being deliberately strict on this section. This book is large, high-value, and expansion-critical – we would rather leave the seat open than fill it with someone who doesn't clear every must-have below.

Must-have

• SaaS experience is mandatory, with no exceptions: 5–8 years of Customer Success, Key Account Management, or Client Relationship Management experience specifically within B2B SaaS. Experience from non-SaaS industries (traditional services, FMCG, BFSI account management, etc.) will not be considered, regardless of seniority.
• Real ownership of enterprise account revenue in a past role – a renewal number and/or an expansion number you were personally accountable for, not just a support or CSAT metric.
• A specific, demonstrable track record of growing accounts – you should be able to walk through 2–3 concrete examples of upsell, cross-sell, or seat expansion you personally drove, including the size of the expansion and how you identified and closed it.
• Comfort managing relationships with senior stakeholders
• Strong commercial instincts: you can read account health, spot expansion and risk signals early, and structure a growth or renewal conversation without a script.
• Fluency with data and a CRM/CS platform – you should be able to build and defend a QBR deck from usage and account data, not rely on anecdotes.
• Willingness to travel regularly to customer offices across India for in-person reviews and expansion conversations – this is not a purely remote, email-driven CS role.

Nice-to-have

• Prior experience at an India-headquartered enterprise SaaS company with an explicit land-and-expand motion (e.g. SpotDraft, Chargebee, Freshworks, Zoho, Darwinbox, Whatfix, Postman, or similar).
• Familiarity with a CS/CRM stack such as Gainsight, HubSpot, Salesforce, or similar for health scoring and renewal/expansion forecasting.
• Direct experience structuring and pricing expansion/upsell deals alongside a sales team, even if you didn't own the final commercial paperwork yourself.