Customer Success Manager | B2B Saas | Email deliverability | Remote

Profex Tech; Bengaluru, Delhi, Mumbai; Remoto; INR 1.500.000 - 2.100.000; Tempo pieno

Descrizione del lavoro

Profex Tech in Bengaluru is seeking an experienced Customer Success professional to own a portfolio of B2B SaaS accounts, drive renewals and revenue growth, and guide customers on ICPs and campaign strategies.

You will monitor health metrics, manage churn risks, and collaborate with Support, Engineering, and Product teams to resolve escalations and capture opportunities for expansion. Strong communication and CRM skills are essential for success in this role.

Competenze

• 5+ years in Customer Success or Account Management within a B2B SaaS environment.
• Proven experience managing customer accounts with retention, renewal and revenue expansion targets.
• Hands-on experience with cold email outreach, outbound sales or lead generation campaigns.
• Strong understanding of email deliverability, campaign sequencing, ICP definition, lead data quality and meeting generation.
• Experience with cold email platforms such as Smartlead, Instantly, Lemlist, Saleshandy or similar tools.
• Familiarity with outbound sales and prospecting tools such as Apollo, Clay and LinkedIn Sales Navigator.
• Demonstrated ability to manage churn risks, improve customer retention and identify upselling or cross-selling opportunities.
• Strong analytical, communication, relationship management and problem-solving skills.
• Experience using CRM and customer success tools to track account health, renewals and expansion opportunities.

Mansioni

• Own a portfolio of customer accounts and build strong, long-term relationships with key stakeholders.
• Guide customers on ICPs, lead targeting, list quality, email copy, sequencing and campaign strategy.
• Review underperforming campaigns and recommend actionable improvements to reply rates, deliverability and meetings booked.
• Conduct customer onboarding, success planning and regular business reviews.
• Monitor customer health, product usage, engagement and revenue signals to identify churn risks.
• Proactively engage at-risk customers and develop retention strategies.
• Manage cancellation, downgrade and renewal conversations, identifying opportunities to retain revenue.
• Analyse customer feedback and churn reasons to improve retention outcomes.
• Identify upselling, cross-selling and account expansion opportunities across the Smartlead product ecosystem.
• Drive upgrades, renewals and transitions from monthly to annual subscriptions.
• Build and maintain an account expansion pipeline.
• Improve Net Revenue Retention (NRR) and Gross Revenue Retention (GRR).
• Track customer adoption, sending volume, reply rates, deliverability and campaign performance.
• Re-engage inactive customers and help them achieve their desired business outcomes.
• Establish customer success milestones for the first 30, 60 and 90 days.
• Coordinate with Support and Engineering teams to manage customer escalations and communicate resolution updates.
• Share customer feedback, feature requests and product improvement opportunities with the Product team.
• Identify satisfied customers for case studies, referrals and testimonials.

Conoscenze

Customer Success

Account Management

Churn Reduction

Cold Email Outreach

CRM Expertise

Data Analysis

Strumenti

Smartlead

Instantly

Lemlist

Saleshandy

Apollo

Clay

LinkedIn Sales Navigator

Descrizione del lavoro

Key Responsibilities:

1. Customer Success & Account Management

• Own a portfolio of customer accounts and build strong, long-term relationships with key stakeholders.
• Guide customers on ideal customer profiles (ICPs), lead targeting, list quality, email copy, sequencing and campaign strategy.
• Review underperforming campaigns and recommend actionable improvements to reply rates, deliverability and meetings booked.
• Conduct customer onboarding, success planning and regular business reviews.

2. Customer Retention & Churn Prevention

• Monitor customer health, product usage, engagement and revenue signals to identify churn risks.
• Proactively engage at-risk customers and develop retention strategies.
• Manage cancellation, downgrade and renewal conversations, identifying opportunities to retain revenue.
• Analyse customer feedback and churn reasons to improve retention outcomes.

3. Revenue Growth & Account Expansion

• Identify upselling, cross-selling and account expansion opportunities across the Smartlead product ecosystem.
• Drive upgrades, renewals and transitions from monthly to annual subscriptions.
• Build and maintain an account expansion pipeline.
• Improve Net Revenue Retention (NRR) and Gross Revenue Retention (GRR).

4. Product Adoption & Performance Monitoring

• Track customer adoption, sending volume, reply rates, deliverability and campaign performance.
• Re-engage inactive customers and help them achieve their desired business outcomes.
• Establish customer success milestones for the first 30, 60 and 90 days.

5. Cross-functional Collaboration

• Coordinate with Support and Engineering teams to manage customer escalations and communicate resolution updates.
• Share customer feedback, feature requests and product improvement opportunities with the Product team.
• Identify satisfied customers for case studies, referrals and testimonials.

Required Skills & Qualifications:

• 5+ years of experience in Customer Success, Account Management or Client Success within a B2B SaaS environment.
• Proven experience managing customer accounts with retention, renewal and revenue expansion targets.
• Hands-on experience with cold email outreach, outbound sales or lead generation campaigns.
• Strong understanding of email deliverability, campaign sequencing, ICP definition, lead data quality and meeting generation.
• Experience with cold email platforms such as Smartlead, Instantly, Lemlist, Saleshandy or similar tools.
• Familiarity with outbound sales and prospecting tools such as Apollo, Clay and LinkedIn Sales Navigator.
• Demonstrated ability to manage churn risks, improve customer retention and identify upselling or cross-selling opportunities.
• Strong analytical, communication, relationship management and problem-solving skills.
• Experience using CRM and customer success tools to track account health, renewals and expansion opportunities.