Customer Success Manager

SaaS Labs; Bengaluru; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

JustCall is seeking a Customer Success Manager to own a portfolio of SMB and Mid-Market customers across EMEA, driving product and AI adoption, retention, renewals, and expansion.

You will build trusted relationships with executive stakeholders, oversee the customer lifecycle from onboarding through renewal, and partner with Sales, Support, Product, and Engineering to ensure measurable business value through the platform and its AI capabilities.

Qualifications

• 3–5 years of experience in B2B SaaS Customer Success, Account Management, or a customer-facing role.
• Experience managing SMB or Mid-Market customers with ownership of adoption, retention, renewals, and growth.
• Strong executive stakeholder management and consultative communication skills.
• Proven ability to drive product adoption, customer outcomes, and commercial growth.
• Interest in AI and the ability to help customers adopt AI-driven workflows and automation.
• Strong analytical skills with experience using CRM and Customer Success platforms (Salesforce, HubSpot, Gainsight, Vitally, Planhat, or similar).
• Experience supporting customers across global markets (EMEA).

Responsibilities

• Own a book of business and manage the customer lifecycle from onboarding through renewal.
• Build trusted relationships with business and executive stakeholders.
• Drive adoption of core platform and AI features through Success Plans and value realization.
• Help customers identify AI use cases to improve productivity and CX.
• Monitor customer health, usage, and AI adoption to mitigate risks.
• Partner with Sales, Support, Product, and Engineering to resolve challenges.
• Identify expansion opportunities, including AI products and premium capabilities.
• Maintain CRM hygiene, health scores, renewal forecasts, and account plans.
• Voice of the customer to influence product improvements.

Skills

B2B SaaS

Account Management

Executive Stakeholder Management

CRM Experience

AI Adoption

Renewals & Upsells

Tools

Salesforce

HubSpot

Gainsight

Vitally

Planhat

Job description

JustCall is looking for a Customer Success Manager to own a portfolio of SMB and Mid-Market customers across EMEA. You will drive product and AI adoption, retention, renewals, and expansion by becoming a strategic advisor, helping customers realize measurable business value through the JustCall platform and its AI capabilities.

What you'll do

• Own a book of business and manage the customer lifecycle from onboarding through renewal.
• Build trusted relationships with business and executive stakeholders.
• Drive adoption of core platform and AI features through Success Plans, EBRs, enablement, and value realization.
• Help customers identify AI use cases that improve productivity, automation, and customer experience.
• Monitor customer health, usage, and AI adoption to proactively mitigate risks and improve outcomes.
• Partner with Sales, Support, Product, and Engineering to resolve challenges and advocate for customer needs.
• Identify expansion opportunities, including AI products and premium capabilities, working closely with Account Executives.
• Maintain CRM hygiene, customer health scores, renewal forecasts, and account plans.
• Act as the voice of the customer by sharing feedback that influences product improvements.

What we're looking for

• 3-5 years of experience in B2B SaaS Customer Success, Account Management, or a customer-facing role.
• Experience managing SMB or Mid-Market customers with ownership of adoption, retention, renewals, and growth.
• Strong executive stakeholder management and consultative communication skills.
• Proven ability to drive product adoption, customer outcomes, and commercial growth.
• Interest in AI and the ability to help customers adopt AI-driven workflows and automation.
• Strong analytical skills with experience using CRM and Customer Success platforms (Salesforce, HubSpot, Gainsight, Vitally, Planhat, or similar).
• Experience supporting customers across EMEA or global markets.

Edges that help

• Experience with CCaaS, telephony, conversational AI, or CX SaaS platforms.
• Experience with AI-powered SaaS products, automation, or conversation intelligence.
• Experience leading renewals, upsells, cross-sells, and AI adoption initiatives.
• Experience in a high-growth, product-led SaaS environment.

How we work

• Outcomes over activity. We measure success through GRR, NRR, AI feature adoption, customer health, renewals, and expansion not by the number of meetings held.
• High ownership from day one. You'll help customers unlock the full value of AI while shaping how Customer Success scales at JustCall.