Customer Success Manager

We're Hiring: Customer Success Manager (KPI-Driven Role)

Location: Bangalore | Hyderabad | Mumbai

Experience: 4–8 Years

Accounts: 1 Large Enterprise + 2 Small/Mid Customers

Are you a strategic account manager who thrives on growth, expansion, and measurable impact. We're looking for a Customer Success Manager who can drive revenue growth, product adoption, and long-term customer value across enterprise and mid-market accounts.

Role Objective

Drive account growth, product adoption, and revenue expansion through structured account mining and farming strategies. Ensure seamless implementation and scaling of Berri Suites within assigned customers.

Key Performance Indicators (KPIs)

1 Revenue Growth & Account Expansion (30%)

• Achieve defined QoQ revenue growth
• Identify & close expansion opportunities each quarter
• Increase wallet share within enterprise accounts

2 Product Adoption & Usage (25%)

• Drive 80%+ product utilization
• Increase active users across Berri Suites
• Expand usage into new BUs and hiring processes

3 Stakeholder Engagement & Process Expansion (20%)

• Conduct Monthly & Quarterly Business Reviews (MBRs/QBRs)
• Engage Business Heads, Recruiters & Decision Makers
• Add new hiring workflows within enterprise accounts

4 Implementation & Onboarding Excellence (15%)

• Ensure seamless product implementation
• Reduce onboarding TAT
• Drive ATS integrations
• Maintain high post-implementation satisfaction

5 Retention & Renewal (10%)

• Maintain 95%+ renewal rate
• Proactively manage renewals
• Reduce churn through early risk intervention

Core Responsibilities

• Manage 1 large enterprise + 2 smaller accounts
• Drive structured account mining & farming strategy
• Scale adoption of Berri Connect & Berri Mastermind
• Identify and onboard new hiring processes
• Engage and influence multiple stakeholders
• Track usage, identify gaps & recommend improvements

Required Skills & Experience

• Strong Customer Success / Account Management background
• Enterprise stakeholder management experience
• Proven upselling & cross-selling expertise
• Strong analytical and reporting skills
• Sourcing & Recruitment experience
• ATS implementation exposure
• Product implementation experience
• Experience in HR Tech / SaaS domain