Customer Success Manager

Celoxis; Pune District; On-site; INR 1,800,000 - 3,200,000; Full time

Job summary

Celoxis in Pune seeks a proactive Customer Success Manager to manage enterprise SaaS customers, drive product adoption, ensure retention and identify growth opportunities.

You will oversee the full lifecycle, conduct quarterly business reviews, monitor health metrics (CSAT, NPS, NRR, GRR), lead onboarding and training, craft SOPs, collaborate with Sales, Product, Engineering and Support, and pursue upsell opportunities to maximize recurring revenue.

Qualifications

• 6–8 years of experience in Customer Success/Account Management in SaaS.
• Experience managing enterprise customers.
• Strong stakeholder management and executive communication.
• Experience with onboarding, renewals and retention.
• Knowledge of CSAT, NPS, NRR and GRR metrics.
• Excellent presentation and communication skills.

Responsibilities

• Manage enterprise customer accounts through the lifecycle.
• Lead onboarding and drive product adoption.
• Conduct QBRs and EBRs.
• Monitor customer health and mitigate churn.
• Identify upsell and cross-sell opportunities.
• Deliver customer training and webinars.
• Collaborate with Sales, Product, Engineering and Support.
• Handle escalations and maintain satisfaction.
• Create SOPs and CS documentation.
• Track renewal, adoption and revenue metrics.

Skills

Customer Success

Enterprise accounts

Stakeholder mgmt

Onboarding & Renewals

CSAT & NPS & GRR

Presentations

Education

Bachelor's degree in Engineering, Business or related field

Tools

Salesforce

Zendesk

Freshdesk

Tableau

WalkMe

Marketo

Amplitude

Clari

Advanced Excel

SQL

Job description

Job Description – Customer Success Manager (SaaS)

Location: Pune

Experience: 6–8 Years

Employment Type: Full-Time

About the Role

We are looking for a proactive and customer-focused Customer Success Manager to manage enterprise SaaS customers, drive product adoption, ensure customer retention, and identify growth opportunities.

Key Responsibilities

• Manage enterprise customer accounts throughout the customer lifecycle.
• Drive onboarding and product adoption.
• Conduct QBRs and EBRs.
• Monitor customer health and mitigate churn.
• Identify upsell and cross-sell opportunities.
• Deliver customer training and webinars.
• Collaborate with Sales, Product, Engineering and Support.
• Handle escalations and maintain customer satisfaction.
• Create SOPs and customer success documentation.
• Track renewal, adoption and revenue metrics.

Required Skills

• 6–8 years in Customer Success/Account Management in SaaS.
• Enterprise customer management.
• Stakeholder management and executive communication.
• Experience with onboarding, renewals and retention.
• Knowledge of CSAT, NPS, NRR and GRR.
• Excellent presentation and communication skills.

Preferred Technical Skills

• Salesforce, Zendesk, Freshdesk, Tableau, WalkMe, Marketo, Amplitude, Clari, Advanced Excel, SQL (preferred).

Qualifications

• Bachelor's degree in Engineering, Business or related field.
• Experience working with global customers is preferred.