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
- 3–6 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
