Customer Success Manager

Invoq Loop Insurance Brokers; Hyderabad; On-site; INR 600,000 - 1,000,000; Full time

Job summary

Loop is seeking a Customer Success Manager in Hyderabad to drive revenue outcomes across a portfolio of mid-sized clients. You will own renewals, expansions, and product adoption while building trusted advisor relationships with senior stakeholders.

You will proactively manage churn risks, lead onboarding, and deliver strong activation and first-value delivery, with a focus on customer outcomes and retention metrics.

Qualifications

• 3–7 years experience in Customer Success / Account Management / Hospitality Sales
• Proven ability to own revenue outcomes (renewals + expansion)
• Strong commercial mindset with comfort in selling and negotiation
• Highly analytical and process-driven; comfortable with data and forecasting
• Excellent stakeholder management and communication skills

Responsibilities

• Own revenue, renewals, retention and net revenue growth across your portfolio
• Drive upsell and cross-sell opportunities in existing accounts
• Proactively identify churn risks and execute recovery plans
• Drive product adoption, engagement, and utilization across accounts
• Use data to track leading indicators and forecast account health
• Build and maintain relationships with key decision-makers
• Act as a trusted advisor on employee health and benefits strategy
• Run structured business reviews aligned to customer goals
• Own onboarding and ensure activation and first-value delivery
• Manage escalations with urgency and drive cross-functional resolution
• Translate customer feedback into actionable product and service inputs

Job description

As a Customer Success Manager at Loop, you own the end-to-end health, retention, and growth of a portfolio of mid-sized clients. You are a revenue owner, not a support function—responsible for driving renewals, expansion, and product adoption by becoming a trusted advisor to customers.

What You Own

1. Revenue & Retention

• Own renewals, retention, and net revenue growth across your portfolio
• Drive upsell and cross-sell opportunities in existing accounts
• Proactively identify churn risks and execute recovery plans

2. Customer Outcomes & Adoption

• Drive product adoption, engagement, and utilisation across accounts
• Use data to track leading indicators and forecast account health

3. Strategic Account Management

• Build and maintain relationships with key decision-makers and stakeholders
• Act as a trusted advisor on employee health and benefits strategy
• Run structured business reviews (QBRs/MBRs) aligned to customer goals
• Own onboarding and ensure strong activation and first-value delivery
• Manage escalations with urgency and drive cross-functional resolution

5. Voice of Customer

• Translate customer feedback into actionable product and service inputs

What Success Looks Like

• High logo retention and Net Revenue Retention (NRR)
• Strong product adoption and engagement metrics
• Consistent expansion pipeline and closed revenue
• Positive customer feedback and advocacy

What We’re Looking For

• 3–7 years experience in Customer Success / Account Management / Hospitality Sales
• Proven ability to own revenue outcomes (renewals + expansion)
• Strong commercial mindset with comfort in selling and negotiation
• Highly analytical and process-driven; comfortable with data and forecasting
• Excellent stakeholder management and communication skills

What We Don’t Want (Implicit but Important)

• Purely support-oriented profiles
• Low ownership / escalation-driven working style
• Activity without outcomes

Required Skills

Hindi Customer Success Client Servicing Key Account Management Business Development English Sales