Customer Success Manager

Verdantis; Mumbai; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Verdantis is seeking a Customer Success professional to own renewals, drive expansion, and build the CS function for MRO360 and related offerings. You will use AI-driven insights to measure adoption, deliver value reports, and collaborate with delivery, engineering, and sales to maximize net revenue retention.

You will manage health scores, coordinate quarterly value reviews, and lead enablement for new users, new plants, and new modules while traveling to customer sites as needed.

Qualifications

• 3–5 years in customer success, account management, or similar at a B2B SaaS company with at least one renewal/expansion closed.
• Commercially minded: able to discuss price, terms and ROI with plant leadership and other stakeholders.
• Proficient at pulling usage data, building a health score, and distinguishing quiet from at-risk accounts.
• Daily AI usage experience and ability to produce value reports or renewal-risk summaries from data.
• Willing to learn domain concepts (MRO, inventory, procurement) and discuss them with customers.
• Clear, concise writing for reports, emails, and renewal meetings; proactive communication.
• Travel to customer sites, including international, around 20% of the time.

Responsibilities

• Own renewals from 180 days out: health score, risk flags, mitigation plan, proposal, and signature.
• Map accounts for expansion: live plants, modules, and adjacent business units.
• Qualify expansion opportunities or hand to an account executive for larger deals.
• Produce quarterly value reports with currency impact for economic buyers.
• Build and refine CS playbooks, onboarding, QBR templates, renewal cadence, and escalation paths.

Skills

Customer success

Account management

B2B SaaS

Renewals

Upsell & expansion

AI usage

Data interpretation

Tools

Gainsight

ChurnZero

Vitally

SQL basics

Job description

Verdantis builds MRO360, an AI-native platform that helps maintenance, repair, and operations (MRO) teams in asset-heavy industries clean, enrich, reason over, and act on their spare parts, inventory, procurement, and reliability data.

About the Role

Our customers are large plants and refineries in energy, manufacturing, mining and CPG that run MRO360 and our MDM product is on top of SAP. Once Delivery hands over a live system, you own the account are the planners and buyers acting on the AI's recommendations, is the customer seeing the savings we promised, will they renew, and where is the next plant or module we should be selling them.

This is not a ticket queue or a relationship-management role. It is a commercial role with a number on it- net revenue retention earned by driving adoption. We are AI-native: the product makes recommendations on its own, and the strongest sign of a healthy account is a plant that has stopped arguing with them. You will also use AI heavily in your own work- usage analysis, QBR decks, value reports, renewal risk scoring and define how a one-person CS function covers a growing book without adding headcount at the same rate.

What you do

Adoption

• Take formal handover from Delivery at go-live with a written success plan per account: the business outcomes the customer bought (inventory reduction, duplicate elimination, stock-out avoidance), the personas who must use the product, and the usage metrics that prove it.
• Track adoption weekly from product usage data: recommendations generated, accepted, rejected, overridden by plant and by user. Call the customer when the curve flattens, not when the renewal is due.
• Run enablement for new users, new plants and new modules; turn recurring questions into help content and in-product guidance with the product team.
• Produce a quarterly value report per account that puts a currency figure on what the product delivered and presents it to the economic buyer.

Renewal

• Own every renewal from 180 days out: health score, risk flags, mitigation plan, commercial proposal, signature.
• Build the renewal risk model- usage, sponsor changes, support history, value delivered and review it with the Leadership monthly.
• Run escalations when things go wrong: pull in Delivery, Engineering early, keep the customer informed, and close the loop in writing.

Expansion

• Map each account: plants not yet live, modules not yet bought (equipment criticality, work order management, MDM alongside MRO360), and adjacent business units.
• Qualify expansion opportunities and either close them directly for in-contract add-ons or hand a warm, well-documented opportunity to the account executive for larger deals.
• Turn happy customers into references, case studies and speakers; keep a live list of who will take a call from a prospect.

Building the function

• Set up the CS tooling- health scoring, usage dashboards, renewal pipeline using the stack we have and AI where it saves time, rather than buying a CS platform on day one.
• Write the playbook as you go: onboarding checklist, QBR template, renewal cadence, escalation path. The second CS hire should be productive in two weeks because of what you documented.

What we are looking for

• 3-5 years in customer success, account management, implementation or pre-sales at a B2B SaaS company. Early in your career, with at least one renewal or expansion you personally carried to signature.
• Commercially minded: comfortable talking price, contract terms and ROI with a VP of Supply Chain or a plant head, and comfortable asking for expansion.
• Reads data before calling the customer: can pull usage numbers, build a health score in a spreadsheet, and tell the difference between a quiet account and a dying one.
• Uses AI daily and can show it: a QBR deck drafted from usage data, a value report generated from a template, a renewal-risk summary produced from support tickets. We will ask for examples.
• Curious about the domain: willing to learn what a reorder point, a material master or a criticality ranking is, because the customer conversation is about their plant, not our features.
• Write clearly and briefly- the value report, the escalation notes, the renewal email and run a meeting with an agenda and a next step.
• Comfortably being the only CS person for a while sets own priorities, asks for help early, does not wait for a process to exist.
• Willing to travel to customer sites, including internationally, around 20% of the time.

Nice to have

• Domain exposure to MRO, spare parts, plant maintenance, procurement or supply chain in process or heavy industry.
• Prior experience with SAP MM/PM or another EAM/ERP from the user side.
• Experience setting up CS tooling (Gainsight, ChurnZero, Vitally, or a home-grown stack) or defining a health-score model.
• Basic SQL or spreadsheet modelling for usage and value analysis.
• Prior work at an early-stage or scaling company where you built the function rather than inherited it.

Who this role is not for

• Someone who sees customer success as support with a nicer title. There is a revenue number here and you own it.
• Someone who is uncomfortable with commercial conversations or waits for Sales to handle anything involving money.
• Someone who needs a mature CS platform and a defined playbook before they can operate.
• Someone who treats AI as a demo feature rather than as the way they get their own work done.