About Xeno
Xeno is an AI-led CRM and Loyalty platform built for mid-market and enterprise omnichannel retailers. Our customers run their entire customer engagement, campaigns, journeys, loyalty, offers on us, and we're scaling fast across India and the Middle East.
Role Overview
We're hiring a Customer Success Manager to own day-to-day relationships with a portfolio of Indian retail clients. You'll work closely with Senior CSMs and Sr. Consultants, drive adoption and ROI, and be the go-to point of contact for your accounts. This role is open to candidates based in Mumbai or Delhi.
What You'll Do
- Own a portfolio of Indian retail accounts, driving adoption, retention, and account health
- Build trusted working relationships with marketing teams, CRM heads, and brand managers
- Execute campaign and journey plans using Xeno's playbooks (first-to-repeat, win-back, loyalty activation), with guidance from Sr. Consultants
- Run monthly business reviews, present performance, surface opportunities, and align next steps
- Partner with Product, Implementation, and Sales to remove client blockers and unblock value
- Be the escalation point for client issues, manage tickets, follow-ups, and resolutions
- Surface customer feedback to Product to influence the roadmap
You'll Excel If You Have
- 4 to 7 years of experience in Customer Success, Account Management, or client-facing roles
- Hands-on exposure to SaaS, CRM, CDP, Loyalty, Marketing Automation, or Campaign tools (e.g., MoEngage, WebEngage, CleverTap, Capillary, Netcore)
- Comfort running client meetings and presenting performance to marketing stakeholders
- Strong analytical instincts, you can read campaign data, spot what's working, and propose what to fix
- A proactive, ownership-driven mindset, you don't wait to be told what to do
- Bonus: working knowledge of Excel/SQL, exposure to omnichannel retail or D2C clients
Why Xeno
- High-ownership role with real client exposure and visibility to leadership
- Sharp Sr CSMs and Consultants to learn from fast career growth path
- Real impact on product roadmap your customer signal shapes what we build
- Open culture, flat hierarchy, sharp teammates
- Fast-growth SaaS environment
