Role Overview
At Saras Analytics, Customer Success is a revenue-owning function, not a post-sales support extension. The Customer Success Manager (CSM) is accountable for driving measurable business outcomes renewals, expansion, product adoption, and customer advocacy.
This role exists to ensure customers realize tangible value from our products while contributing directly to 120%+ Net Revenue Retention (NRR) and scalable revenue growth.
We are looking for outcome-driven professionals who can own revenue, influence stakeholders, and operate with a structured, AI-first approach to customer success.
Role Purpose
To drive customer retention, expansion, adoption, and advocacy by owning the full post-sales lifecycle from onboarding to renewal while acting as the voice of the customer within the organization.
Key Responsibilities
1. Revenue Ownership & Expansion (Primary KPI)
- Own renewals, upsell, and cross-sell opportunities for assigned accounts
- Drive account expansion through:
- Product adoption
- Usage-based insights
- Workflow optimization and value realization
- Execute structured expansion motions aligned to the sales journey:
- Technical Win Functional Win Value Win Commercial Legal
- Maintain strict renewal calendar discipline to ensure zero renewal misses
- Contribute directly to achieving and exceeding 120%+ NRR
2. Onboarding & Time-to-Value
- Own onboarding for assigned customer segments (Pulse customers and Sales-led Daton deals)
- Define and track clear onboarding success criteria
- Optimize onboarding cycle time and accelerate time-to-value
- Remove blockers by collaborating with Support, Product, and Engineering teams
3. Customer Engagement, CSAT & NPS
- Run structured engagement cadences:
- Monthly reviews and QBRs for high-revenue accounts
- Own CSAT and NPS outcomes for assigned accounts
- Convert:
- Promoters Advocates
- Passives Promoters
- Detractors Improved satisfaction through structured action plans
4. Product Adoption & Value Realization
- Drive adoption of core features across products
- Use adoption tracking to identify:
- Low-adoption risk accounts
- Expansion-ready accounts
- Deliver measurable quarter-over-quarter improvements in adoption
- Leverage playbooks, AI-driven insights, and guided workflows to increase product stickiness
5. Product Feedback Loop
- Capture structured customer feedback using defined frameworks
- Quantify impact of feedback (ARR, churn risk, CSAT impact, ticket volume)
- Act as the voice of the customer to Product, Design, and Support teams
- Track and communicate outcomes of product improvements
6. Advocacy, Referrals & Market Influence
- Drive customer advocacy initiatives:
- Reviews (G2, Capterra)
- Testimonials
- LinkedIn mentions
- Case studies
- Partner with Marketing and Partnerships teams to generate:
- Customer referrals
- Pipeline influence
Candidate Qualifications
- 36 years of experience in Customer Success, Account Management, or revenue-owning roles (preferably in SaaS or B2B tech)
- Proven track record of owning renewals and driving expansion revenue
- Experience managing mid-market or enterprise accounts
- Strong stakeholder management and executive communication skills
- Analytical mindset with comfort using product usage data and performance metrics
- Ability to thrive in a fast-paced, outcome-driven environment
Must-Have Skills
- Revenue ownership mindset (renewals, upsell, cross-sell)
- Strong commercial acumen and negotiation skills
- Structured account planning and renewal management
- Data-driven decision making (NRR, ARR, CSAT, adoption metrics)
- Strong cross-functional collaboration skills
- Excellent written and verbal communication
- Ability to manage multiple accounts with precision and discipline
Good-to-Have Skills
- Experience in analytics, SaaS, or data platform products
- Familiarity with e-commerce or performance marketing ecosystems
- Experience working with US-based customers
- Exposure to AI-driven workflows or automation tools
- Prior experience contributing to customer advocacy and review programs
