Customer Success Manager

Keka Technologies Private Limited; Pune District; On-site; INR 1,600,000 - 2,400,000; Full time

Benefits offered by this job

Cab pickup and drop services

Job summary

Conversive in Pune is seeking a Senior Customer Success Manager to own a portfolio of US-based enterprise and mid-market accounts. You will drive retention, expansion, and long-term success, operating consultatively at the C-suite level.

You will collaborate with onboarding, support, product, and sales to deliver a seamless customer experience, while building ROI-driven business cases and advisory strategies.

Qualifications

• 4–6 years of experience in SaaS Customer Success, Account Management, or a combined commercial Customer Success role.
• Demonstrated experience owning revenue targets, specifically expansion revenue, upsell, and renewals.
• Track record of managing US-based enterprise or mid-market accounts, including executive-level engagement.
• Exceptional communication, negotiation, and stakeholder management skills with the ability to influence without authority.
• Strong analytical ability to interpret usage data, build business cases, and communicate customer ROI.
• Comfortable working in high-compliance environments and understanding regulatory nuances by industry.
• Experience with Salesforce CRM or similar platforms preferred.
• Ability to work from the Pune office during US shift hours (6:30 PM – 3:30 AM IST).

Responsibilities

• Own a portfolio of US-based accounts with full retention, renewal, upsell, and cross-sell accountability.
• Lead Executive Business Reviews to demonstrate ROI and business impact.
• Develop tailored success plans aligned to growth and objectives.
• Act as a strategic advisor connecting clients to product solutions.
• Collaborate with Onboarding, Support, Product, and Sales for a seamless experience.
• Relay voice-of-customer insights to influence the roadmap.
• Support onboarding and adoption for newly signed enterprise accounts.

Skills

Executive-level engagement

Account management

Salesforce CRM

Customer success

US enterprise accounts

Tools

Salesforce CRM

Job description

Company: Conversive (formerly SMS-Magic)

Department: Customer Success

Location: Pune, India (Onsite)

Shift: US Shift (6:30 PM – 3:30 AM)

ABOUT CONVERSIVE

Conversive (formerly SMS-Magic) is a digital messaging solution that offers AI features and CRM integrations to help businesses deliver personalized conversations at engagement touchpoints across the customer lifecycle.

Built on SMS-Magic's 17+ years of trusted messaging expertise across contact centres, financial services, healthcare, retail, education, and more in 190+ countries, Conversive enables enterprises to run their entire messaging traffic across SMS, WhatsApp, RCS, and email from a single platform, with intelligent automation and built-in compliance frameworks for HIPAA, TCPA, GDPR, and 10DLC.

Purpose-built for regulated, high-stakes industries, every customer touchpoint is personalized, compliant, and outcome-driven.

Learn more:

beconversive.com

sms-magic.com

INDUSTRY FOCUS (ICP)

This role covers Conversive's four core industry verticals:

• Finance: Client onboarding, loan workflows, compliance-first outreach, fintech automation
• Real Estate: Leasing automation, property management, buyer and tenant engagement
• Education: Enrollment campaigns, student and alumni engagement, campus communication, FERPA

ROLE OVERVIEW

We are looking for a commercially sharp Senior Customer Success Manager to own and grow a portfolio of US-based enterprise and mid-market clients across our core industry verticals.

This is a strategic, revenue-accountable role where you will be the primary relationship owner, responsible for retention, expansion, and long-term account success.

The ideal candidate brings deep ICP knowledge, a strong track record of growing accounts, and the ability to operate consultatively at the C-suite and senior stakeholder level.

KEY RESPONSIBILITIES

Revenue and Commercial Ownership

• Own a portfolio of accounts with full accountability for retention, renewal, upsell, and cross-sell targets.
• Proactively identify and pursue expansion opportunities aligned to each client's business goals and use cases.
• Lead multi-year renewal negotiations and manage commercial conversations with confidence.

Strategic Account Management

• Build deep, trusted relationships with senior stakeholders including VPs, Directors, and C-suite executives across assigned accounts.
• Conduct regular Executive Business Reviews (EBRs/QBRs) demonstrating measurable ROI and business impact.
• Develop and execute tailored success plans for each account, aligned to their growth and operational objectives.
• Act as a strategic advisor who understands clients' industry challenges and connects them to product solutions.

Customer Health and Risk Management

• Monitor account health, usage signals, and engagement patterns to proactively identify risk and churn indicators.
• Implement mitigation plans swiftly, involving internal stakeholders as needed.
• Manage escalations and complex client issues with professionalism and urgency.

Cross-functional Collaboration

• Partner closely with Onboarding, Support, Product, and Sales teams to deliver a seamless customer experience.
• Relay structured voice-of-customer insights to Product and Marketing to influence the roadmap.
• Support onboarding and adoption programs, particularly for newly signed enterprise accounts.

Vertical Expertise and Consultative Delivery

• Bring working knowledge of at least one ICP vertical and apply it to guide customers toward best-practice implementations.
• Navigate industry-specific compliance and regulatory requirements (e.g., HIPAA, TCPA, FERPA) within customer communication strategies.
• Prepare industry-relevant performance reports, campaign analyses, and ROI documentation for clients.

REQUIREMENTS

• 4–6 years of experience in SaaS Customer Success, Account Management, or a combined commercial Customer Success role.
• Demonstrated experience owning revenue targets, specifically expansion revenue, upsell, and renewals.
• Prior exposure to one or more verticals:
  • Healthcare (patient engagement, EHR/EMR integrations)
  • Financial Services (fintech workflows, compliance messaging)
  • Real Estate (leasing automation, property management platforms)
  • Education (enrollment, student and alumni engagement)
• Track record of managing US-based enterprise or mid-market accounts, including executive-level engagement.
• Exceptional communication, negotiation, and stakeholder management skills with the ability to influence without authority.
• Strong analytical ability to interpret usage data, build business cases, and communicate customer ROI.
• Comfortable working in high-compliance environments and understanding regulatory nuances by industry.
• Experience with Salesforce CRM or similar platforms preferred.
• Ability to work from the Pune office during US shift hours (6:30 PM – 3:30 AM IST).

WHAT WORKING AT CONVERSIVE OFFERS

At Conversive, we are building the future of intelligent customer engagement. Every person on our team has a direct impact on what we ship, how we grow, and the value we deliver to customers worldwide.

We invest in our people the same way we invest in our product: with intent, ambition, and care.

• Revenue ownership and real commercial impact. You will be the growth driver for your accounts, not just a support layer.
• Exposure to global enterprise accounts across high-growth, regulated verticals.
• The freedom to share your ideas and see them implemented. We are a team that listens, acts, and builds together.
• A high-performance, outcome-oriented culture that values initiative and rewards results.
• Competitive compensation with performance-based incentives tied directly to account expansion.
• Cab pickup and drop services for a seamless, stress-free commute.
• A work environment that values balance, health, and long-term wellbeing.