Job Description: Senior Customer Success Manager (Graphy Inc., On-site)
Location: Domlur, Bengaluru.
Team: Customer Success & Key Account Manager
Experience:47 years
Type: Full-time
About the Role
We are looking for a Senior Customer Success Manager (Sr. CSM) to strengthen and scale our Customer Success function. In this mid-senior role, you will guide a team of Customer Success Managers and Key Account Managers, support account strategy, and ensure long-term customer satisfaction, retention, and expansion.
This role requires strong customer understanding, team coordination skills, and the ability to operate strategically in a fast-paced, SaaS-first environment.
Key Responsibilities:
Team Management & Support
- Guide, mentor, and support a team of CSMs and Key Account Managers.
- Help drive team performance, capability building, and process adherence.
- Support the team in meeting retention, renewal, NPS, and account growth goals.
- Promote a collaborative, ownership-driven, customer-centric culture.
Customer Relationship Ownership
- Oversee strategic and high-impact customer accounts.
- Support the team in handling escalations, complex use cases, and customer queries.
- Participate in executive-level business reviews (QBRs/MBRs) with key accounts.
- Build long-term customer relationships that drive value, satisfaction, and advocacy.
Customer Success Operations & Strategy
- Contribute to improving customer success processes across onboarding, adoption, retention, and expansion.
- Monitor customer risks and coordinate proactive action plans.
- Drive renewals and expansions in collaboration with Sales & Revenue teams.
- Support creation of segment-based engagement playbooks and best practices.
Cross-Functional Collaboration
- Work closely with Product, Engineering, Sales, and Marketing teams to share customer insights.
- Represent customer needs internally to influence product improvements.
- Collaborate with Sales for smooth handoffs and expansion opportunities.
Analytics, Reporting & Forecasting
- Monitor customer health scores, usage analytics, and churn indicators.
- Provide regular insights and updates to internal stakeholders.
- Track CS KPIs such as NRR, GRR, adoption, activation timelines, and usage trends.
Requirements
- Bachelor's degree in Business, Marketing, Technology, or a related field.
- 47 years of experience in Customer Success or Account Management.
- Experience working in SaaS is a must.
- 12 years of team mentoring experience (CSMs, Account Managers, Key Accounts).
- Proven success in managing enterprise/high-value accounts, renewals, and expansions.
- Strong communication, stakeholder management, and interpersonal skills.
- Analytical mindset with experience in CS tools (Gainsight, HubSpot, Zoho, Intercom, etc.).
- Strong prioritisation skills and ability to work in a fast-paced environment.
