Job Description: Senior Customer Success Manager
Experience: 3–6 years
Department: Customer Success
Employment Type: Full-time
Location: Bangalore
About the Role
We are looking for a results-oriented Senior Customer Success Manager to lead customer relationships and manage a team of Customer Success Executives (CSEs) and Customer Success Managers (CSMs).
The role is responsible for improving customer retention, driving renewals, identifying upsell and cross-sell opportunities, and ensuring the team consistently delivers measurable value to customers. The ideal candidate combines people leadership, relationship management, commercial awareness, and a data-driven approach.
Key Responsibilities
Customer Success and Revenue Growth
- Own relationships with strategic or high-value customers throughout their lifecycle.
- Build a deep understanding of customers goals, challenges, and business needs.
- Develop success plans that improve product adoption, engagement, and value realization.
- Drive customer renewals and reduce churn.
- Identify and close upsell and cross-sell opportunities based on customer needs.
- Conduct regular check-ins, executive business reviews, product demonstrations, and value assessments.
- Build strong relationships with users, decision-makers, and executive stakeholders.
- Monitor customer health, usage, satisfaction, and risk indicators.
- Develop recovery plans for at-risk accounts and manage critical customer escalations.
Team Leadership
- Manage, mentor, and develop a team of CSEs and CSMs.
- Assign accounts and balance workloads based on customer needs and team capacity.
- Set clear goals and performance expectations for the team.
- Conduct regular one-on-one meetings, coaching sessions, and performance reviews.
- Review account plans, renewal pipelines, customer risks, and expansion opportunities.
- Support team members during complex negotiations, escalations, and executive conversations.
- Establish customer success processes, playbooks, reporting standards, and best practices.
- Promote accountability, collaboration, and a customer-first culture.
- Identify skill gaps and create training and development plans for the team.
Cross-Functional Collaboration
- Partner with Sales to ensure smooth customer handovers and identify expansion opportunities.
- Collaborate with Product, Support, and Implementation teams to resolve issues and improve customer outcomes.
- Represent customer feedback internally and influence product and service improvements.
- Provide leadership with accurate forecasts for renewals, retention, risks, and expansion revenue.
- Ensure customer records, opportunities, risks, and activities are updated accurately in the CRM.
Required Qualifications
- 3–6 years of experience in Customer Success, Account Management, Client Services, or a related customer-facing role.
- Experience managing or mentoring CSEs, CSMs, account managers, or similar customer-facing professionals.
- Demonstrated success in customer retention, renewals, upselling, and cross-selling.
- Strong people-management, coaching, and performance-management skills.
- Ability to manage strategic customer relationships and executive stakeholders.
- Commercial mindset with strong negotiation and opportunity-management skills.
- Excellent verbal, written, presentation, and problem-solving abilities.
- Ability to use customer data and business metrics to guide decisions.
- Experience with CRM and customer success platforms.
- Master's of Bachelor's degree in business, Marketing, Communications, or a related field.
Preferred Qualifications
- Experience in a B2B SaaS or technology company.
- Experience managing mid-market or enterprise customers.
- Familiarity with platforms such as Salesforce, HubSpot, or Gainsight.
- Understanding of recurring-revenue business models and customer lifecycle management.
- Experience building customer success processes, playbooks, and reporting frameworks.
Key Performance Indicators
- Gross and net revenue retention
- Renewal rate
- Customer churn rate
- Upsell and cross-sell revenue
- Product adoption and customer engagement
- Customer satisfaction and Net Promoter Score
- Customer health and risk management
- Team target achievement and productivity
- Quality and accuracy of renewal and expansion forecasts
What We Offer
- Competitive compensation with performance-based incentives
- Leadership and career-development opportunities
- Collaborative and customer-centric work environment
- Exposure to strategic customers and cross-functional initiatives
About the Company
Cubic Logics, SOC2 Type II certified, Great Place to work(R) company, is a fast-growing SaaS company specializing in workplace productivity and HR solutions with our flagship platforms, HR365 and Apps 365, built for Microsoft 365. We serve a global customer base with a sharp focus on user experience, scalable solutions, and measurable value. We are on a mission to simplify enterprise workflows and amplify impact one customer at a time. For more details, please visit
https://www.cubiclogics.com/career/
To Apply: Please visit and apply here https://career.rm365.org/cubiclogics/jobdetails/be278d44-7088-4616-aaa5-9cbc8461fc85
