Customer Success Manager

Soch Street; Chennai District; On-site; INR 2,070,000 - 2,530,000; Full time

Job summary

Soch Street in India is seeking a Customer Success Manager with strong U.S. experience to own relationships from onboarding through adoption, expansion, and retention.

The role focuses on serving U.S. enterprise SaaS customers, navigating complex stakeholder networks, driving product adoption, and delivering measurable business outcomes.

Qualifications

• 4–8 years in Customer Success or similar roles with U.S. experience.
• Mandatory experience working with U.S. customers in a B2B SaaS context.
• Experience managing enterprise/mid-market accounts and multiple stakeholders.
• Excellent communication and stakeholder management skills.
• Ability to thrive in a fast-growing environment.

Responsibilities

• Own a portfolio of U.S. customers and build long-term relationships.
• Lead onboarding, implementation, adoption, and ongoing engagement.
• Translate customer workflows into actionable solutions.
• Drive product adoption and measurable value from the platform.
• Collaborate with Product, Engineering, and Sales to resolve issues and improve the overall experience.
• Monitor customer health, identify risks early, and drive retention.
• Conduct regular business reviews and communicate product performance, outcomes, and opportunities.
• Identify upsell, cross-sell, and account expansion opportunities with the commercial team.
• Act as the voice of the customer internally and bring insights back to product and leadership.

Skills

US customers

Customer Success

Account management

Onboarding

Stakeholder management

Enterprise accounts

SaaS

Job description

CTC: 23 LPA (Negotiable for great candidates)

About the company:

Our client is an AI-driven B2B SaaS company transforming mortgage lending in the U.S. through pre-underwriting automation. Its platform helps lenders and brokers automate income analysis, document processing, eligibility checks, and underwriting workflows, integrating directly into their existing systems.

The company is scaling its customer base and product portfolio, working with enterprise mortgage lenders to drive adoption and measurable improvements across their lending operations.

Role Overview

We’re looking for a Customer Success Manager with strong U.S. experience to own customer relationships from onboarding through adoption, expansion, and retention.

This role is ideal for someone who understands U.S. customers and enterprise SaaS, can navigate complex stakeholder environments, and is comfortable working closely with customers to solve problems, drive product adoption, and deliver business outcomes.

What You’ll Do

• Own a portfolio of U.S. customers and build strong, long-term relationships with key stakeholders
• Lead customer onboarding, implementation, adoption, and ongoing engagement
• Understand customer workflows and translate their business needs into actionable solutions
• Drive product adoption and ensure customers realize measurable value from the platform
• Partner with Product, Engineering, and Sales teams to resolve customer issues and improve the overall experience
• Monitor customer health, identify risks early, and drive retention
• Conduct regular business reviews and communicate product performance, outcomes, and opportunities
• Identify opportunities for upsell, cross-sell, and account expansion in partnership with the commercial team
• Act as the voice of the customer internally and bring insights back to product and leadership

What We’re Looking For

• 4–8 years of experience in Customer Success, Account Management, Client Success, or similar roles
• Mandatory experience working with U.S. customers, preferably in a B2B SaaS environment
• Experience managing enterprise / mid-market accounts and multiple stakeholders
• Strong understanding of customer onboarding, adoption, retention, and account growth
• Excellent communication skills with the ability to confidently engage with U.S based customers
• Strong problem-solving and stakeholder management skills
• Ability to work independently in a fast-paced, high-growth environment
• Experience in FinTech, Mortgage Tech, Lending, or AI SaaS is a strong plus
• Comfortable working across Product, Engineering, Sales, and Operations teams