Senior Strategic Customer Success Manager - Enterprise Software Integration Platform

We are looking for an experienced Customer Success Manager to manage and grow enterprise customer relationships for a leading SaaS/iPaaS platform. The ideal candidate will drive customer lifecycle success including onboarding, adoption, retention, and revenue expansion. Experience in the Supply Chain domain will be an added advantage.

Key Responsibilities:

• Own and manage the end-to-end customer lifecycle for enterprise and mid-market accounts
• Drive customer onboarding, adoption, and value realization through structured engagement plans
• Conduct Executive Business Reviews (EBRs) and align product capabilities with customer business goals
• Build and maintain strong relationships with key stakeholders, including C-level executives
• Monitor customer health metrics, identify risks, and proactively mitigate churn
• Lead renewal planning and forecasting, ensuring high retention rates
• Identify and drive upsell and cross-sell opportunities to support revenue growth
• Collaborate with Sales, Product, Support, and Professional Services teams for seamless customer experience
• Act as the voice of the customer, providing feedback to influence product enhancements
• Drive customer satisfaction initiatives, including NPS and feedback programs

Required Skills & Qualifications:

• 5–10 years of experience in Customer Success / Account Management / SaaS roles
• Strong experience in managing enterprise accounts and ARR portfolios
• Proven ability in customer retention, expansion, and relationship management
• Experience in conducting EBRs and strategic account planning
• Familiarity with tools like Salesforce, HubSpot, Planhat, or similar CRM platforms
• Strong analytical skills with ability to interpret customer data and insights
• Excellent communication and stakeholder management skills

Preferred Qualifications:

• Experience working with iPaaS, Integration Platforms, or SaaS products
• Exposure to Supply Chain / Logistics / EDI / B2B Integration domain
• Experience handling global customers and cross-functional teams

Key Competencies:

• Customer-centric mindset
• Strategic thinking and problem-solving
• Strong negotiation and influencing skills
• Ability to manage multiple accounts and priorities

Please write to [Confidential Information] to get connected!