Customer Success Manager

Customer Success Society; Bengaluru; Hybrid; INR 2,800,000 - 4,200,000; Full time

Benefits offered by this job

Hybrid work model

Global exposure

Leadership role

Job summary

Customer Success Society is hiring a Customer Success Lead to own strategic enterprise accounts, mentor CS teams and drive renewals, expansions and customer health. The role blends strategic ownership with hands-on leadership across global markets, including the US.

You will guide onboarding, adoption, quarterly business reviews and cross-functional initiatives, influencing product and service delivery for high-growth customers.

Qualifications

• 3–6 years in Customer Success, Account Management or similar in B2B SaaS.
• Experience handling complex B2B accounts with renewals and expansion.
• Mentoring or leading CS professionals is a plus.
• Strong retention, churn, expansion understanding.

Responsibilities

• Lead a team of CS Managers/Executives and set retention/expansion goals.
• Own portfolio of strategic enterprise accounts and drive renewals.
• Monitor health metrics like GRR/NRR and CSAT/NPS.
• Collaborate across Sales, Product, Engineering and Support.

Skills

People management

Strategic accounts

CRM analytics

Stakeholder management

Cross-functional collaboration

Leadership

Global customers

Renewal & expansion

Education

Bachelor's degree in Business / related field

Tools

Salesforce

Gainsight

Totango

Vitally

HubSpot

Zendesk/CRM

Job description

Location: Bangalore, India (Work from Office / Hybrid)

Experience: 3-6 years

Industry Preference: B2B SaaS / Technology

Employment Type: Full-time

Reports To: Founder / CEO / Head of Customer Success

About the Opportunity

Customer Success Lead

We have been mandated to hire a Customer Success Lead for a leading B2B Series D SaaS company serving enterprise and mid-market customers across global markets, including the US.

As the company continues to scale its customer base, the organization is looking for a high-calibre Customer Success professional who can combine strategic account ownership, customer retention, team leadership and commercial growth.

This is a player-coach role, where the individual will personally manage a portfolio of strategic accounts while also mentoring and supporting a team of Customer Success Managers. The role will have significant ownership across customer health, adoption, renewals, retention and expansion.

Key ResponsibilitiesTeam Leadership

• Lead, mentor and coach a team of Customer Success Managers / Executives.
• Establish individual and team-level goals around retention, adoption, customer satisfaction and expansion.
• Monitor team performance against key CS metrics including GRR, NRR, churn, adoption, renewal rate and CSAT/NPS.
• Conduct regular 1:1s and coach CSMs on account strategy, stakeholder management, renewals and escalations.
• Support CSMs in managing complex customer relationships and critical escalations.
• Develop and continuously improve Customer Success playbooks, processes and operating rhythms.
• Partner with leadership on hiring, onboarding and developing the Customer Success team.

Strategic Account Ownership

• Personally own a portfolio of strategic and enterprise B2B accounts.
• Build trusted relationships with key customer stakeholders, including senior business and executive leaders.
• Understand customer objectives, business challenges, success metrics and organizational priorities.
• Develop and execute account success plans focused on adoption, value realization and long-term retention.
• Lead customer onboarding, adoption initiatives, executive business reviews and QBRs.
• Identify and proactively address customer health risks before they impact renewal.
• Drive renewal conversations and work closely with Sales / Account Management teams on expansion opportunities.
• Identify opportunities for cross-sell, upsell and account growth based on customer needs and product usage.

Customer Health & Analytics

• Monitor customer health, product usage, engagement and commercial data across the portfolio.
• Build a data-driven understanding of account health and proactively identify churn and expansion signals.
• Analyse customer trends to identify adoption gaps, risks and opportunities.
• Maintain accurate renewal forecasts and account plans.
• Develop reporting and dashboards for leadership covering customer health, retention, renewals and expansion.
• Translate customer data into actionable recommendations for leadership and internal teams.

Cross-functional Collaboration

• Partner closely with Sales, Product, Engineering, Support, Implementation and Operations teams to improve customer outcomes.
• Coordinate internal teams to resolve complex customer issues and escalations.
• Bring structured customer feedback and insights to Product and Engineering teams.
• Influence product roadmap discussions based on recurring customer needs and business impact.
• Drive cross-functional initiatives designed to improve onboarding, adoption, retention and customer experience.
• Ensure customer commitments are clearly communicated, tracked and delivered across internal teams.

Customer Advocacy & Relationship Management

• Act as a trusted advisor to customers rather than simply a reactive point of contact.
• Develop relationships across multiple stakeholders within strategic accounts to build long-term customer engagement.
• Understand organizational changes, stakeholder movements and evolving customer priorities.
• Create customer advocacy opportunities including references, case studies, testimonials and customer communities where appropriate.
• Represent the voice of the customer internally and ensure customer priorities remain visible across the organization.

Must-Have Qualifications

• 3-6 years of experience in Customer Success, Account Management, Strategic Accounts, Consulting, Business Operations or a similar client-facing role within a B2B SaaS / technology company.
• Experience managing complex or strategic B2B accounts with responsibility for adoption, retention and renewals.
• Prior experience mentoring, coaching or informally leading Customer Success professionals; formal people‑management experience is a plus.
• Demonstrated understanding of customer retention, churn, renewals, expansion and account growth.
• Strong communication and stakeholder-management skills, with the ability to engage with both operational users and senior executives.
• Experience working with US or global customers is highly relevant.
• Strong analytical and problem‑solving abilities, with comfort working with customer, product usage and revenue data.
• Experience with CRM / Customer Success platforms such as Salesforce, Gainsight, Totango, Vitally, HubSpot, Zendesk or equivalent.
• Strong ownership mindset with the ability to independently drive initiatives from strategy through execution.
• Ability to influence cross‑functional teams without direct authority.
• Comfortable working in a fast‑paced, entrepreneurial and rapidly scaling environment.
• Bachelor's degree in Business, Engineering, Economics, Management or a related field.

Good-to-Have / Preferred

• Experience in a high-growth or Series C / Series D SaaS company.
• Experience managing enterprise or strategic accounts in the US market.
• Prior ownership of renewal, retention or expansion targets.
• Experience managing a team or leading a Customer Success pod.
• Experience building or refining Customer Success processes, playbooks and health‑scoring frameworks.
• Experience working with customer analytics, product usage data or revenue intelligence platforms.
• Exposure to executive‑level customer relationships and strategic business reviews.
• Experience partnering closely with Sales / Account Management teams on upsell and expansion.
• Experience operating in an early‑stage or high‑growth environment where processes are still being built and scaled.

What We Offer

• Opportunity to join a leading B2B Series D SaaS company with a growing global customer base.
• Significant ownership across strategic customer relationships, retention and expansion.
• Opportunity to work closely with senior leadership and enterprise customers.
• Leadership responsibility with the opportunity to build and scale a Customer Success function.
• High exposure to Sales, Product, Operations and company leadership.
• Performance-based compensation and strong career growth opportunities.
• Opportunity to grow into senior leadership roles such as Head of Customer Success / Director of Customer Success as the organization scales.