This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Lead Customer Success Manager, Mid-Market based in India.
This role sits at the intersection of customer success, SaaS growth, and operating model design, with direct ownership of how mid-market customers experience value from onboarding through renewal. You will work with organisations navigating complex compliance, audit, and trust requirements, ensuring they achieve measurable outcomes through the platform. The role goes beyond account management and requires someone who can shape how customer success is structured and executed at scale.
You will engage with diverse stakeholders including security, compliance, engineering, finance, procurement, and executive leadership.
A key part of your impact will be accelerating adoption, reducing churn risk early, and identifying expansion opportunities grounded in real customer value.
You will help define the operating rhythm for mid-market success, including onboarding milestones, health tracking, and renewal frameworks.
This is a high-ownership role in a fast-scaling environment where customer outcomes directly influence business growth and product direction.
You will collaborate cross-functionally to strengthen retention strategy and continuously improve the customer journey.
Accountabilities
- Build the Mid-Market Customer Success Motion: Define and refine how mid-market customers are onboarded, engaged, and retained, including health scoring, QBR cadence, renewal-risk frameworks, and expansion triggers.
- Drive Adoption & Customer Value: Monitor product usage, stakeholder engagement, and customer progress to ensure early value realization and sustained platform adoption across accounts.
- Own Retention & Expansion Outcomes: Take full accountability for renewals and expansion, building data-backed value narratives that demonstrate ROI, risk reduction, and operational efficiency gains.
- Manage Complex Stakeholder Ecosystems: Engage with multi-functional customer teams across security, compliance, finance, procurement, and executive leadership, tailoring communication and value messaging accordingly.
- Institutionalize Customer Success Practices: Create structured account management systems such as onboarding playbooks, escalation paths, and CS-to-Sales handoffs to improve predictability and scalability.
- Mentor & Elevate Team Standards: Support and coach other CSMs, contributing to playbook development, improving team rituals, and raising execution quality across the function.
Requirements
This role requires a seasoned customer success professional with strong ownership of business outcomes, deep SaaS experience, and the ability to operate in a fast-evolving, high-growth environment. The ideal candidate is both strategic and hands-on, capable of building scalable processes while directly managing complex mid-market relationships.
- 7-9 years of experience in B2B SaaS Customer Success, with strong exposure to mid-market or enterprise accounts.
- Proven ownership of retention and expansion metrics such as GRR, NRR, renewals, or revenue expansion (not limited to CSAT or relationship management).
- Experience managing accounts with ACVs typically in the $50K-$150K range or equivalent complexity.
- Strong background in multi-stakeholder environments involving technical and business buyers (e.g., security, compliance, IT, finance, procurement, executives).
- Demonstrated experience building or improving CS systems such as onboarding frameworks, health scoring models, QBR structures, or renewal-risk processes.
- Comfortable navigating SaaS conversations with technical depth, particularly in security, compliance, or enterprise software contexts.
- Excellent written and verbal communication skills, with experience engaging global or US-based customers from India.
- Ability to thrive in environments where customer success motion and processes are still being defined and optimized.
Benefits
- Remote-first work environment with flexibility in daily structure
- 5-day work week with adaptable working hours
- Comprehensive group medical insurance covering family members
- Group accident insurance coverage
- Group term life insurance protection
- Company-provided laptop and necessary equipment
- Education reimbursement support for professional development.
How Jobgether Works
We use an
AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Why Apply Through Jobgether
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We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
