Customer Success Manager

Location: Remote

Type: Full Time Employment

Stipend:7.2 LPA Annual CTC

Company Overview

Established in 2024, DaanVeda is an AI-powered fundraising intelligence and management platform that helps nonprofits discover funders, manage donors, and streamline their fundraising efforts using the technology.

Role Overview

We are seeking an experienced and strategic Customer Success Manager with 3–4 years of experience to lead our client success strategy, drive product adoption, maximize renewal rates, and nurture high-value customer relationships. In this role, you will oversee seamless client onboarding, champion user feedback, and mentor a high-performing team to deliver sustained account growth and superior client retention across our portfolio.

Core Responsibilities

• Retention & Renewal Strategy: Proactively monitor account health metrics, establish early-warning risk indicators, manage the renewal pipeline, and execute strategies to consistently minimize customer churn.
• Account Growth & Expansion: Identify upselling and cross-selling opportunities within the existing customer base, aligning platform features with client goals to expand overall account value.
• Onboarding & Enablement: Architect and execute comprehensive client onboarding workflows, deliver engaging product demonstrations, and establish structured training programs to accelerate platform time-to-value.
• Cross-Functional Advocacy: Serve as the voice of the customer internally by synthesizing user feedback and collaborating with Product, Sales, and Leadership teams to refine the product roadmap and enhance client satisfaction.
• Team Leadership & Mentorship: Directly lead, coach, and mentor a team of 2–3 Customer Success Executives, setting performance standards, driving professional growth, and ensuring team targets for retention and engagement are met.

What Success Looks like in this role

• High Retention & Low Churn: Consistently achieving or exceeding quarterly renewal targets while maintaining high customer satisfaction (CSAT) and Net Promoter Scores (NPS).
• Effective Team Leadership: Developing 2–3 Customer Success Executives into top performers, fostering a high-accountability culture, and meeting all team-level KPIs.
• Deep Product Adoption: Driving rapid user onboarding and sustained daily active usage across DaanVeda's core modules, including DMS, Unisheets, and Workflow Builders.
• Expansion Revenue: Unlocking expansion opportunities to generate consistent ARR growth from existing accounts through upselling and renewals

What we are looking for

• 3–4 years of demonstrated experience in Customer Success, Account Management, Sales or Client Relationship Management within B2B SaaS or tech platforms.
• Proven track record of managing, coaching, or mentoring direct reports or junior team members (specifically 2–3 team members).
• Exceptional leadership, communication, presentation, and consultative problem-solving skills.
• Strong data-driven mindset with experience tracking account health, managing renewal pipelines, and driving upselling/expansion metrics.
• Proficiency with CRM platforms (e.g., HubSpot, Zoho), customer success analytics tools, and modern productivity suites.

DaanVeda is an equal opportunity employer. We do not discriminate on the basis of race, religion, caste, color, gender, sexual orientation, gender identity, age, national origin, disability, marital status, or any other legally protected status. We are committed to fostering a diverse and inclusive workplace where all individuals are valued and respected