Customer Success Manager

Aryaka; Bengaluru; On-site; INR 3,000,000 - 5,400,000; Full time

Job summary

Aryaka is seeking an experienced Customer Success Manager to own a portfolio of strategic enterprise customers across North America from Bengaluru. You will be the post-sales relationship owner, driving adoption, value realization, retention, renewals, and expansion across Aryaka's Unified SASE, SD-WAN, security, cloud networking, and managed services portfolio.

The ideal candidate has 10+ years in customer success or related roles, proven global account management skills, and deep knowledge of

Qualifications

• 10+ years in Customer Success, Account Management, or related enterprise roles.
• Proven experience managing strategic, global, complex enterprise accounts.
• Strong knowledge of SaaS, SASE, SD-WAN, networking, cybersecurity, cloud connectivity, or managed services.
• Experience engaging with CIOs, CISOs, CTOs and senior IT stakeholders.
• Demonstrated success in retention, renewals, adoption, expansion and exec relationships.
• Understanding of ARR, ACV, GRR, NRR, churn and renewal metrics.
• Experience with Salesforce or equivalent CRM platforms.
• Strong communication, analytical, problem-solving, commercial skills.
• Ability to operate independently in a fast-paced, global tech environment with US hours.

Responsibilities

• Own the end-to-end customer lifecycle and build trusted relationships with enterprise customers and senior stakeholders.
• Drive adoption, value realization, customer health, retention, renewals, and NRR across the portfolio.
• Conduct QBRs/EBRs focused on outcomes, adoption, and customer success plans.
• Identify churn risks and mitigate; partner with Sales and Renewals for renewals.
• Identify upsell/cross-sell opportunities across SASE, SD-WAN, security, cloud connectivity, and managed services.
• Leverage signals to identify risks and growth opportunities.
• Act as the voice of the customer and lead cross-functional initiatives across Sales, Solutions Engineering, Service Delivery, and more.
• Drive timely resolution of escalations with clear ownership and communication.
• Maintain accurate forecasts in Salesforce and leverage data/AI insights to manage accounts.

Skills

Customer Success

Account Management

SaaS

SASE

SD-WAN

Networking

Cybersecurity

Cloud Connectivity

Executive Relationship Management

Salesforce/CRM

Job description

Aryaka is seeking an experienced Customer Success Manager (CSM) to manage a portfolio of strategic enterprise customers across North America. The CSM will serve as the primary post-sales relationship owner and trusted advisor, driving customer adoption, value realization, retention, renewals, and expansion across Aryaka's Unified SASE, SD-WAN, security, cloud networking, and managed services portfolio.

Key Responsibilities

• Own the end-to-end customer lifecycle and build trusted relationships with enterprise customers and senior stakeholders.
• Drive adoption, value realization, customer health, retention, renewals, and Net Revenue Retention (NRR) across the customer portfolio.
• Conduct QBRs/EBRs focused on business outcomes, adoption, value realization, strategic priorities, and customer success plans.
• Proactively identify churn risks and develop mitigation strategies; partner with Sales and Renewals teams to ensure successful, predictable renewals.
• Identify and drive upsell and cross-sell opportunities across SASE, SD-WAN, security, cloud connectivity, additional sites, bandwidth, and managed services.
• Leverage customer intelligence and external business signals—including M&A, divestitures, leadership changes, geographic expansion, and technology transformation to identify risks and growth opportunities.
• Act as the voice of the customer and lead cross-functional initiatives across Sales, Solutions Engineering, Service Delivery, Network Operations, Support, Product, Finance, Legal, and Procurement.
• Drive timely resolution of escalations and customer-impacting issues while ensuring clear ownership and communication.
• Maintain accurate customer health, renewal, and expansion forecasts in Salesforce and leverage data and AI-driven insights to proactively manage accounts.

Required Experience & Qualifications

• 10+ years of experience in Customer Success, Account Management, Service Delivery, Technical Account Management, or related enterprise customer-facing roles.
• Proven experience managing strategic, global, and complex enterprise accounts.
• Strong knowledge of SaaS, SASE, SD-WAN, networking, cybersecurity, cloud connectivity, or managed services.
• Experience engaging with CIOs, CISOs, CTOs, IT Directors, and senior technology stakeholders.
• Demonstrated success in customer retention, renewals, adoption, expansion, and executive relationship management.
• Understanding of recurring revenue metrics including ARR, ACV, GRR, NRR, churn and renewal rates.
• Experience with Salesforce or equivalent CRM platforms.
• Strong communication, analytical, problem-solving, commercial, and stakeholder management skills.
• Ability to operate independently in a fast-paced, global technology environment and work US business hours supporting North American customers.

Preferred Experience

Experience with Unified SASE, SSE, Zero Trust, ZTNA, SWG, CASB, FWaaS, SD-WAN, cloud networking, or global enterprise network transformation. Experience with Fortune 500/multinational customers and AI-driven customer health or churn analytics is highly desirable.

SUCCESS METRICS

GRR | NRR | Renewal Rate | Customer Adoption | Customer Health | CSAT | Expansion & Cross-Sell ARR | Churn Reduction | Executive Engagement | Customer Advocacy

THE IDEAL CANDIDATE

We are looking for a seasoned Customer Success professional—not simply an account manager—who understands the intersection of networking, security, cloud, and SaaS and can translate technology into measurable business outcomes. You should be proactive, commercially minded, and comfortable anticipating customer needs, identifying risks before they become escalations, influencing cross-functional teams without direct authority, and driving both customer retention and growth.