Role & Responsibilities
We are looking for a Customer Success Manager (CSM) with strong experience in B2B SaaS account management. The ideal candidate will be responsible for driving product adoption, managing client relationships, and growing existing accounts through upselling and cross-selling opportunities.
Key Responsibilities-
- Manage and nurture relationships with existing customers to ensure long-term success and satisfaction.
- Drive product/platform adoption and ensure clients derive maximum value from the platform.
- Identify upselling and cross-selling opportunities to expand existing accounts.
- Lead commercial discussions, including renewals, pricing conversations, and expansion opportunities.
- Work closely with internal teams such as sales, product, and support to ensure seamless client experience.
- Develop strong relationships with key stakeholders and act as a strategic advisor to clients.
Ideal Candidate
- Strong Customer Success Manager / Account Management profile /Client specialist with Market Research / Survey Platform experience
- Mandatory (Experience): Must have 2+ years of experience as a CSM/Account Management/Client specialist with SaaS based company in the survey/CX/insights space or survey platform companies or market research firms with platform-based offerings
- Mandatory (Exclusion) : Profiles from generic SaaS companies (e.g., fintech, edtech, HRtech) without market research / survey / CX platform exposure will not be considered, as well as profiles from solo researchers / freelancers / pure research agencies without platform-based experience, will not be considered
- Mandatory (Skill 1): Must have experience driving research/survey product or platform adoption among clients
- Mandatory (Skill 2): Must have experience in upselling and cross-selling SaaS/research solutions, handling commercial discussions, and managing account growth
- Mandatory (Skill 3): Must have strong strategic thinking and excellent communication skills
- Mandatory (Company): B2B SaaS product companies in the survey/CX/insights space or Survey platforms or market research firms with platform-based offerings (e.g. Kantar Worldpanel, NielsenIQ, Toluna, Cint, Rakuten Insight). Candidates must have both market research domain exposure and client-facing (CSM/AM) experience
- Mandatory (Note 1): This is a hybrid role with one position based in Mumbai and another position in Gurgaon
- Mandatory (Note 2): This is an IC role currently
Skills: cx,customer,csm,survey,saas,market research,b2b,management
