Customer Success Manager

KochaSoft Inc; Bengaluru; Hybrid; INR 3,500,000 - 5,500,000; Full time

Job summary

KochaSoft Inc. is seeking an experienced Senior Customer Success Manager to own and strengthen strategic relationships with enterprise customers in a global IT services and offshore delivery environment.

The role acts as a senior customer advocate, responsible for customer satisfaction, retention, renewals, and account growth. The ideal candidate will have extensive experience managing US/global enterprise clients, working with offshore/onshore delivery teams, handling senior escalations, and

Qualifications

• 15+ years of overall experience in IT services or customer success.
• 7+ years in a senior customer-facing role managing enterprise clients.
• Experience working with US/global enterprise clients and offshore/onshore delivery.
• Strong ability to drive renewals, upsells, and account growth.
• Excellent communication, negotiation, and stakeholder management.

Responsibilities

• Own strategic relationships with enterprise and key accounts.
• Act as a trusted advisor to senior customer stakeholders and executive leadership.
• Develop an understanding of customers' objectives, priorities, and challenges.
• Establish and manage Customer Success Plans for strategic accounts.
• Drive customer satisfaction, retention, renewals, and long-term account value.
• Lead executive-level QBRs, governance meetings, and strategic account reviews.
• Monitor account health, customer sentiment, service performance, risks, and outcomes.
• Serve as the senior escalation point for critical customer concerns and resolution.
• Partner with Delivery, Engineering, Cloud, Infrastructure, Support, Sales, and Account Management teams.
• Coordinate between customer stakeholders and global offshore/onshore delivery teams.
• Track SLAs, KPIs, service quality, CSAT/NPS, risks, and improvement initiatives.
• Identify opportunities for upselling, cross-selling, renewals, and account expansion.
• Support commercial discussions including renewals, scope changes, and service expansion.
• Drive proactive risk management and recovery plans for at-risk customers.
• Ensure smooth onboarding and transition of new customers into offshore delivery.
• Provide customer insights to leadership, sales, delivery, and product/technology teams.
• Mentor junior Customer Success team members and contribute to improving processes.

Tools

Salesforce

HubSpot

Zoho CRM

ServiceNow

Jira

Job description

Job Summary

We are seeking an experienced Senior Customer Success Manager to own and strengthen strategic relationships with enterprise customers in a global IT services and offshore delivery environment.

The role will serve as a senior customer advocate and strategic partner, responsible for driving customer satisfaction, retention, renewals, account growth, executive stakeholder engagement, and overall customer success.

The ideal candidate will have extensive experience managing US/global enterprise clients, working with offshore/onshore technology delivery teams, handling senior-level escalations, conducting executive business reviews, and identifying opportunities to expand customer relationships.

Key Responsibilities

• Own strategic relationships with assigned enterprise and key accounts.
• Act as a trusted advisor to senior customer stakeholders and executive leadership.
• Develop a deep understanding of customers' business objectives, technology priorities, challenges, and future requirements.
• Establish and manage Customer Success Plans for strategic accounts.
• Drive customer satisfaction, retention, renewals, and long-term account value.
• Lead executive-level QBRs, governance meetings, and strategic account reviews.
• Monitor overall account health, customer sentiment, service performance, risks, and business outcomes.
• Serve as the senior escalation point for critical customer concerns and ensure timely resolution.
• Partner closely with Delivery, Engineering, Cloud, Infrastructure, Support, Sales, and Account Management teams.
• Coordinate effectively between customer stakeholders and global offshore/onshore delivery teams.
• Track SLAs, KPIs, service quality, CSAT/NPS, risks, and improvement initiatives.
• Identify opportunities for upselling, cross-selling, renewals, and account expansion.
• Support commercial discussions including renewals, scope changes, and service expansion.
• Drive proactive risk management and develop recovery plans for at-risk customers.
• Ensure smooth onboarding and transition of new customers and services into offshore delivery.
• Provide customer insights and feedback to leadership, sales, delivery, and product/technology teams.
• Mentor junior Customer Success team members and contribute to improving customer success processes and governance frameworks.

Required Experience

• 15+ years of overall experience in IT Services, Customer Success, Client Services, Account Management, or Service Delivery.
• Minimum 7+ years in a senior customer-facing role managing enterprise customers.
• Strong experience working with US/global clients.
• Proven experience in an offshore/onshore IT services delivery model.
• Experience managing senior stakeholders such as CIOs, CTOs, IT Directors, VPs, and business leaders.
• Proven experience managing customer escalations and complex service engagements.
• Experience driving customer retention, contract renewals, and account growth.
• Strong understanding of enterprise IT services such as Cloud, Infrastructure, Application Services, Managed Services, Digital Transformation, or IT Operations.
• Experience leading QBRs, executive governance meetings, and strategic account reviews.
• Good understanding of ITSM, SLA/KPI management, incident/escalation management, and service delivery processes.
• Strong commercial awareness with the ability to understand contracts, scope, revenue opportunities, and account profitability.
• Excellent communication, presentation, negotiation, and stakeholder management skills.

Preferred Qualifications

• Experience in an IT Services, Technology Consulting, MSP, or Managed Services organization.
• Experience using Salesforce, HubSpot, Zoho CRM, ServiceNow, Jira, or similar platforms.
• ITIL certification is an advantage.
• Experience managing multiple strategic enterprise accounts simultaneously.
• Experience working with geographically distributed delivery and customer teams.