Customer Success Manager
Wyzard.ai | Full-Time | India
About the Role
Wyzard.ai is building the future of B2B pipeline generation through Agentic ABM, and the Customer Success team is at the heart of making that future real for our clients. As a Customer Success Manager, you will own a portfolio of mid-market and enterprise accounts, guiding them from onboarding through long-term adoption and measurable revenue impact. This is not a support role or a check-in-once-a-month role. You will be a genuine strategic partner to your customers, helping them get the most out of an AI-native product that is reshaping how B2B companies go to market. If you have strong commercial instincts, love working with data, and want to grow inside a category that is moving fast, this role was built for you.
What You'll Do
CUSTOMER ONBOARDING, ADOPTION, AND RETENTION
- Own the full post-sale journey for a portfolio of accounts, from kickoff through steady-state adoption, ensuring customers hit their first value milestones on time and with confidence.
- Design and execute tailored onboarding plans in collaboration with CS Associates and Account Managers, adapting the approach based on customer maturity, team size, and campaign goals.
- Track adoption signals across your portfolio and run proactive interventions before disengagement turns into churn.
CUSTOMER HEALTH MONITORING AND RISK MANAGEMENT
- Monitor health scores across your book of business using Wyzard's internal dashboards and CRM data, identifying at-risk accounts before they escalate.
- Build and maintain a structured risk log, own the remediation plan for each flagged account, and loop in the right internal stakeholders when the issue goes beyond CS scope.
- Conduct regular business reviews with key contacts to surface blockers early and reset expectations where needed, keeping relationships warm and commercially grounded.
DATA, REPORTING, AND CUSTOMER INTELLIGENCE
- Pull, clean, and synthesize customer engagement data into clear performance reports that customers actually find useful, not just exports they ignore.
- Build and maintain account-level dashboards that track campaign performance, pipeline influenced, and product adoption metrics, tailored to each customer's definition of success.
- Use reporting as a storytelling tool in QBRs and renewal conversations, translating numbers into a narrative that demonstrates Wyzard's impact on the customer's pipeline.
STRATEGIC PARTNERSHIP AND STAKEHOLDER MANAGEMENT
- Serve as the primary point of contact for decision-makers and senior stakeholders at your accounts, building relationships that go beyond the day-to-day and into genuine business partnership.
- Understand each customer's GTM strategy well enough to proactively recommend how they should be using Wyzard's Agentic ABM capabilities to hit their pipeline targets.
- Represent the customer's voice internally with authority, bringing structured feedback to Product and Sales rather than anecdotal complaints.
CROSS-FUNCTIONAL COLLABORATION
- Work closely with Product to close the feedback loop on feature gaps, use case mismatches, and customer-reported issues, representing your portfolio with specificity and priority framing.
- Coordinate with Marketing on customer case studies, reference programs, and community opportunities where your accounts are strong candidates.
RENEWALS AND EXPANSION
- Own the renewal motion end-to-end for your portfolio, including timeline tracking, commercial negotiation support, and multi-stakeholder alignment ahead of contract dates.
- Identify and surface expansion opportunities based on product usage trends, new use cases, and conversations with customer teams, passing qualified signals to Sales with proper context.
- Maintain accurate and up-to-date renewal forecasting in the CRM so leadership always has a clear view of ARR at risk and ARR in play.
What We're Looking For
- 5 to 6 years of experience in Customer Success, Account Management, or a closely related customer-facing role at a B2B SaaS company.
- A track record of managing a portfolio of accounts independently, including handling escalations, renewals, and expansion conversations without heavy hand-holding.
- Strong analytical skills and comfort working with CRM platforms, health scoring tools, and data dashboards to drive decisions.
- Excellent written and verbal communication skills, including the ability to present confidently to senior stakeholders and navigate difficult conversations with composure.
- Proven ability to manage complex, multi-stakeholder accounts where relationships need to be built at multiple levels.
- A working understanding of how B2B buying cycles and pipeline generation work, including where ABM fits in a demand generation strategy. You do not need to have built campaigns, but you should be able to speak your customers language fluently.
- Familiarity with how AI is being applied in GTM workflows, such as automated personalization, LLM-based sequencing, and intent signal processing. Enough to have an informed conversation with a marketing or sales leader, not to build the technology.
- Comfortable using AI-powered tools in day-to-day work, whether for summarizing customer calls, drafting communications, or analyzing account data. You do not need to be a technical expert, but you should embrace new tools readily.
- A structured, process-oriented mindset with the ability to manage multiple accounts at different lifecycle stages simultaneously.
Nice to Have
Experience working with ABM platforms, demand generation tools, or marketing technology stacks is a strong advantage. Familiarity with outbound sales motions, SDR workflows, or pipeline generation will help you understand your customers world more deeply and add value faster. Hands-on experience with tools like HubSpot, Salesforce, Gainsight, or ChurnZero for account health tracking and CRM management is a plus, as is comfort with Excel, Google Sheets, or basic BI dashboards for building customer-facing reports.
Working knowledge of AI concepts relevant to B2B SaaS, such as how LLMs are used in sales and marketing workflows and how AI-driven personalization differs from rule-based automation, is a strong differentiator. Familiarity with AI-native SaaS platforms in the sales or marketing stack, such as Clay, Apollo, or 6sense, is an added advantage.
Why Wyzard
Wyzard.ai is one of the few companies actually shipping agentic AI into B2B GTM workflows today, not just talking about it. You will join a CS team that has a real seat at the commercial table, with the tools, access, and leadership support to do the job properly.
CSMs here grow into senior IC and team lead tracks as the business scales, and you will be part of shaping what that looks like. If you want to build your career at the intersection of AI, ABM, and enterprise SaaS, this is the place.
