Customer Success Manager
- Posted a month ago
- Be among the first 30 applicants
Job Description
- Role: Customer Success Manager
- Experience :7+ years of SaaS experience driving customer retention, revenue growth, and strategic account management.
- Location: remote
- Proven expertise in renewals, onboarding, product adoption, churn reduction, and upsell/cross-sell execution.
- Experienced in managing high-value ARR portfolios, leading cross-functional initiatives, conducting QBRs, and aligning customer success strategies with business outcomes to maximize long-term value and Net Revenue Retention (NRR).
- TECHNICAL SKILLS:
- Skills
- Stakeholder Management
- Upsell/Cross-sell
- Renewals
- Strategic Planning
- Project Management
- Churn Mitigation
- SQL
- Integration Consultant
- Net Revenue Retention (NRR)
- Onboarding
- Escalation Management
- Customer Retention
- Tools
- Jira
- Hubspot
- Freshdesk
- Postman
- Power BI
- Firebase
- Roles and Responsibilities:
- Customer Success Manager
- Led a team of 5 Customer Success Associates/Sr. Associates, supporting customers across India, EMEA and APAC while ensuring consistent service delivery.
- Owned 60+ customer accounts with a portfolio ARR of 30–40 million, driving renewals and long-term adoption. Reduced onboarding timelines by 20% through standardized workflows and improved touchpoint planning.
- Sustained 95% customer retention through proactive engagement and structured success plans. Achieved 15% revenue growth through strategic account management and upselling initiatives.
- Drove QBR/EBR execution and ROI-focused discussions, strengthening executive alignment and renewal readiness.
- Built customer journey frameworks, onboarding flows, and escalation processes from the ground up, improving operational efficiency.
- Partnered with Product and Engineering to relay customer feedback, contributing to multiple product enhancements.
More Info
Key Skills
Integration Consultant
Net Revenue Retention NRR
Churn Mitigation
Upsell Cross-sell
Freshdesk
About Company
Skills:
product adoption , Solution Selling, Personalization Strategies, B2B SaaS MarTech, Upsell, Negotiation, Analytical Ability, Enterprise Account Management, Customer Engagement, Renewals, Executive Communication, Presentation, Cross-sell, Customer Retention, Stakeholder Management, Revenue Expansion
Skills:
Integrations, value realisation, Strategic Account Management, workflow architecture, Stakeholder Management, business review cadence, financial fluency, commercial ownership, enterprise customer success, Problem-solving
Skills:
Power Bi, Tableau, Salesforce, Gainsight, Looker
Skills:
Confluence, Jira, Salesforce, AI fluency, Clari, Observe, data fluency, zendesk, hands-on proficiency with Claude and other AI tools
Skills:
Customer Success, Professional Services, Saas, Communication Skills, Solutions Consulting, Operational Discipline, Account Management, Technical Fluency, Renewals