Customer Success Manager II

HG Insights; Maharashtra; On-site; INR 1,500,000 - 2,100,000; Full time

Benefits offered by this job

Healthcare coverage

Wellness reimbursement

Pension scheme

Stock options

Learning reimbursement

Culture Club voice

Job summary

HG Insights is seeking a Customer Success Manager II to join our Growth team and own the end-to-end journey for a portfolio of strategic accounts. You will drive activation, adoption, retention and expansion while acting as a trusted advisor to customers.

The ideal candidate has 3–5 years in CS/SaaS, strong stakeholder management, and a data-driven approach to deliver value, with comfort working with technology and data in a fast-paced environment.

Qualifications

• 3–5 years in Customer Success or SaaS roles.
• Experience managing a portfolio of B2B technology customers.
• Experience with activation, adoption, retention and expansion.
• Strong understanding of ARR, renewals, expansion, churn and forecasting.
• Experience working with technology, data, MarTech or RevTech products.

Responsibilities

• Own a portfolio of Growth customers across onboarding, activation, adoption, EBRs, and expansion.
• Drive account activation and time-to-value, ensuring customers reach meaningful outcomes early in their journey.
• Develop and execute customer success plans aligned to customer business objectives.
• Proactively identify adoption gaps, risks, renewal risks, and expansion opportunities.
• Partner with Sales/Account Management on account strategy, expansion opportunities, and customer engagement.
• Build relationships with stakeholders across business, technical, marketing, operations and executives.
• Run customer meetings, business reviews, adoption conversations, and value/ROI discussions.
• Use data, product usage and health indicators to drive proactive actions.
• Help establish scalable CS processes, playbooks, and operating rhythms.
• Serve as a resource for newer CSMs and contribute to the team's capabilities.

Skills

Account management

SaaS

Customer activation

Retention & expansion

Stakeholder management

Data-driven

Education

Bachelor's degree

Job description

About HG

HG Insights is the pioneer of Revenue Growth Intelligence. For more than a decade, we have delivered comprehensive, AI-driven datasets on B2B buyers, technology adoption, IT spend, and buyer intent, sourced from billions of data points.

About HG

HG Insights is the pioneer of Revenue Growth Intelligence. For more than a decade, we have delivered comprehensive, AI-driven datasets on B2B buyers, technology adoption, IT spend, and buyer intent, sourced from billions of data points. Today, we are a trusted partner to Fortune 500 technology companies, hyperscalers, and innovative B2B vendors seeking precise go-to-market analytics and decision-making. Through an evolving suite of AI agents that incorporate first-party data and buyer signals, HG Insights enables AI-powered GTM automation across sales, marketing, RevOps, and data analytics teams, modernizing GTM execution from strategy through activation.

About The Role

We are looking for a Customer Success Manager II to join our Growth team and own the end-to-end customer journey across a portfolio of strategic accounts. This person will be responsible for driving customer activation, adoption, drive retention, and expansion conversation while acting as a trusted advisor to customers. The ideal candidate is commercially minded, highly process-oriented, comfortable working with technology and data, and able to operate independently in a fast-paced environment.

What You’ll Do

• Own a portfolio of Growth customers across onboarding, activation, adoption, EBRs, and expansion.
• Drive account activation and time-to-value, ensuring customers reach meaningful outcomes early in their journey.
• Develop and execute customer success plans aligned to customer business objectives
• Proactively identify adoption gaps, risks, renewal risks, and expansion opportunities.
• Partner closely with Sales/Account Management on account strategy, expansion opportunities, and customer engagement.
• Build strong relationships with multiple stakeholders, including business, technical, marketing, operations, and executive personas.
• Run customer meetings, business reviews, adoption conversations, and value/ROI discussions.
• Use customer data, product usage, engagement signals, and health indicators to drive proactive actions.
• Help establish and continuously improve scalable CS processes, playbooks, and operating rhythms.
• Serve as a subject-matter resource for newer CSMs and contribute to improving the overall team's customer management capabilities.
• Stay current on emerging technologies, including AI, GenAI, MCPs, GTM technology, and data/technology intelligence, and understand how these technologies can create value for customers.

Minimum Qualifications

What we are looking for

• 3-5 years of experience in Customer Success, Account Management, SaaS, or a related customer-facing role.
• Proven experience managing a portfolio of B2B technology/SaaS customers.
• Demonstrated experience with customer activation, adoption, retention, and expansion.
• Strong understanding of revenue ownership and commercial metrics, including ARR, renewals, expansion, churn, and forecasting.
• Experience working with technology, data, MarTech, RevTech, or adjacent SaaS products.
• Excellent communication and stakeholder-management skills

Preferred Qualifications

• Strong understanding and curiosity around AI, GenAI, MCPs, and emerging technology.
• Highly process-driven with strong attention to detail and operational discipline.
• A self-starter who can operate independently and proactively identify what needs to be done.
• Strong analytical and problem-solving skills, with the ability to translate customer data into actionable recommendations.
• Comfortable working cross-functionally with Sales, Product, Marketing, Support, and Operations.
• Ability to manage ambiguity and build structure in a growing organization.

What We Offer/Benefits

• We take care of our people fully and genuinely.
• Every HG Insights employee receives comprehensive healthcare coverage for themselves and their families, a monthly wellness reimbursement and access to Able To professional mental health coaching for stress, anxiety and depression support as per the regions.
• US employees benefit from a 401(k) with up to 5% company matching and all UK employees are enrolled in a pension scheme.
• Every employee also receives stock options because the people who build this company should share in its success.
• We invest in your growth through an annual learning reimbursement and a genuine commitment to developing your career at every stage. And through our Culture Club, you will always have a real voice in shaping the kind of workplace we build together.

Equal Opportunity Employer

HG Insights is proud to be an Equal Employment Opportunity employer. We do not accept unsolicited resumes from recruiters or employment agencies. In the event of a recruiter or agency submitting a resume or candidate without a signed agreement being in place, we explicitly reserve the right to pursue and hire such candidates without any financial obligation to the recruiter or agency. Any unsolicited resumes, including those submitted directly to hiring managers, are deemed to be the property of HG Insights.