Role: Customer Success Manager
Location: Pune | Work from Office
Shift: US Shift (6:30 PM to 3:30 AM)
About The Role
As a Customer Success Manager at SMS Magic, you'll be the voice of our customersowning relationships, driving adoption, and ensuring they gain maximum value from our solutions. You'll manage accounts end-to-end, boost customer satisfaction, and identify growth opportunities through cross-sell and up-sell initiatives.
Key Responsibilities
- Manage a portfolio of B2B SaaS accounts; drive renewals, retention & revenue growth
- Conduct Quarterly Business Reviews (QBRs) and regular check-ins to track success metrics
- Proactively engage with customers to enhance experience & reduce churn
- Analyze account data to identify opportunities and craft growth strategies
- Collaborate with cross-functional teams to resolve issues & align on customer goals
- Capture and share customer feedback with internal teams for continuous improvement
- Lead onboarding, training & adoption programs for customers. & Manage commercial activities and ensure SLA compliance
What You'll Need
- 6+ years experience in B2B SaaS account management or customer success
- Strong CRM knowledge and experience managing customer lifecycles
- Excellent communication & interpersonal skills with a customer-first mindset
- Data-driven approach to problem-solving and strategy. & Ability to manage multiple priorities in a fast-paced environment
Why SMS Magic
- Exposure to a global SaaS business with innovative technology
- A high-performance, growth-oriented work culture
- Competitive compensation & performance-based rewards
- Flexibility, learning opportunities & scope to make high business impact
About SMS Magic
For 17+ years, SMS Magic has been a trusted messaging partner for global brands across industries like financial services, retail, education, wellness, and more. We deliver advanced, simple-to-use messaging solutions to help businesses engage customers with a personal touch.
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