Customer Success Manager- US SMB Job ID: 415044

Zoca; Bengaluru; Remote; INR 8,555,000 - 13,308,000; Full time

Job summary

ZOCA is seeking a Senior Account Manager to own a portfolio of US SMB customers, driving retention, renewals, and expansion. You will manage relationships with business owners and key decision-makers, while collaborating with Product, Support, Sales, and Operations to deliver value and growth.

The role emphasizes farming and upsell opportunities, with a focus on customer health, CSAT, and NPS, all while maintaining a high-velocity, SMB-focused approach from India for US clients.

Qualifications

• 10-12 years in Account Management or similar
• Experience in US SMB or US market
• Proven track record in retention, renewals and expansion
• Strong commercial and negotiation skills
• Excellent verbal and written communication with US-based customers
• Data-driven with CRM proficiency

Responsibilities

• Own a portfolio of US SMB customers and act as the primary strategic contact
• Drive retention, renewal, and expansion opportunities across the portfolio
• Lead renewal conversations and address commercial, product, adoption, and relationship objections
• Identify churn risk early and develop proactive save plans
• Collaborate with Sales, Product, Support, and Operations to improve customer experience
• Build and maintain a healthy expansion pipeline and achieve revenue targets

Skills

B2B SaaS experience

Retention & expansion

Negotiation

Customer relationships

CRM & data-driven

Strong communication

Tools

Salesforce

HubSpot

Gainsight

Job description

About ZOCA

ZOCA is building products that help businesses simplify their operations, improve customer engagement, and drive growth. As we continue to scale our US SMB business, we are looking for an experienced Senior Account Manager to own the customer relationship and commercial health of a portfolio of US SMB customers.

This is a high-ownership role responsible for driving retention, expansion, customer satisfaction, and net revenue retention across an existing customer base.

The Role

We are looking for a Senior Account Manager who can take complete ownership of a portfolio of US SMB customers and drive both customer outcomes and revenue growth.

You will be responsible for protecting the existing revenue base while identifying and executing opportunities to expand customer relationships through upsells, cross-sells, additional locations, product adoption, and other expansion opportunities.

The ideal candidate has deep experience in subscription SaaS account management, with a strong track record in farming, retention, expansion, and managing a high-velocity SMB customer portfolio.

This is a commercially-oriented account management role. You should be comfortable having conversations about value, renewals, pricing, product adoption, expansion, and retention — while ensuring customers have a strong overall experience with ZOCA.

What You’ll Own

You will have direct ownership of the commercial and relationship health of your assigned customer portfolio, including:

• GRR – Gross Revenue Retention
• NRR – Net Revenue Retention
• Customer retention and churn
• Expansion revenue
• Upsell and cross-sell
• Customer satisfaction
• CSAT
• NPS
• Product adoption and engagement
• Renewal performance
• Customer relationship health

What You’ll DoCustomer Portfolio Management

• Own a portfolio of US SMB customers and act as the primary strategic point of contact.
• Build strong, trusted relationships with business owners, operators, and key decision-makers.
• Develop a deep understanding of each customer’s business, goals, challenges, and use of ZOCA.
• Proactively manage customer health and identify risks before they become churn events.
• Segment and prioritize your portfolio based on revenue, growth potential, engagement, and risk.
• Establish a consistent cadence of customer engagement appropriate to the account’s size, value, and health.

Retention & Renewals

• Own customer retention and renewal outcomes across your portfolio.
• Proactively identify customers showing signs of churn risk and develop structured save plans.
• Lead renewal conversations and address commercial, product, adoption, and relationship-related objections.
• Understand the underlying reason behind customer churn risk rather than simply reacting to cancellation requests.
• Execute effective retention strategies including value reinforcement, product adoption, stakeholder engagement, and commercial negotiation.
• Recover at‑risk customers and execute churn win‑backs where appropriate.
• Maintain strong visibility into upcoming renewals and potential churn.

Expansion & Revenue Growth

• Identify and execute opportunities to grow existing customer revenue.
• Drive upsell, cross-sell, additional locations, higher plans, and other expansion opportunities.
• Identify expansion opportunities through customer usage, business growth, product adoption, and unmet customer needs.
• Conduct commercial conversations and negotiate expansion opportunities.
• Partner with customers to identify additional ways ZOCA can create value for their business.
• Build and maintain a healthy expansion pipeline across the portfolio.
• Consistently achieve expansion and revenue targets.

Customer Experience

• Take ownership of overall customer satisfaction and relationship health.
• Drive improvements in CSAT and NPS across the portfolio.
• Identify recurring customer pain points and work cross‑functionally to resolve them.
• Act as the voice of the customer internally.
• Partner closely with Product, Support, Sales, and Operations teams to resolve customer issues and improve the customer experience.
• Turn customer feedback into actionable insights for the broader organization.

Data, Forecasting & Execution

• Maintain accurate customer health, renewal, expansion, and forecast data in the CRM.
• Track GRR, NRR, churn, expansion, CSAT, NPS, and other key portfolio metrics.
• Build accurate forecasts for renewals and expansion revenue.
• Develop action plans for customers at risk and track progress against those plans.
• Identify trends across the portfolio and proactively recommend strategies to improve retention and growth.
• Use data to prioritize where to spend time across a high‑volume SMB customer base.

What We’re Looking ForMust Have

• 10-12 years of experience in Account Management, Customer Success, Client Management, or a similar customer‑facing commercial role.
• Strong experience in B2B SaaS / subscription‑based businesses.
• Proven experience managing and growing an existing customer portfolio.
• Strong hands‑on experience in farming, retention, renewals, and expansion.
• Experience managing customers in the US market while working from India.
• Strong experience working with the SMB segment.
• Proven track record of owning retention and expansion targets.
• Strong understanding of GRR, NRR, churn, renewals, expansion revenue, and customer health.
• Experience managing a high‑velocity customer portfolio with a large number of accounts.
• Strong commercial and negotiation skills.
• Excellent verbal and written communication skills, particularly with US‑based customers.
• Ability to build relationships with business owners and senior decision‑makers.
• Strong analytical and problem‑solving skills.
• Comfortable working with customer data, metrics, forecasts, and CRM systems.
• Strong ownership mindset and ability to independently manage a portfolio.

Strongly Preferred

• Experience in a SaaS business with monthly or annual recurring revenue.
• Experience managing SMB customers at scale.
• Experience owning a book of business against GRR/NRR targets.
• Proven history of driving expansion through upsell and cross‑sell.
• Experience with churn saves, win‑backs, downgrade prevention, and renewal negotiations.
• Experience owning or influencing CSAT and NPS.
• Experience working in a high‑growth startup or high‑velocity SaaS environment.
• Experience with Salesforce, HubSpot, Gainsight, or similar CRM/customer success platforms.

What Success Looks Like

Success in this role means growing and protecting the revenue in your portfolio while creating strong customer relationships.

Your key metrics will include:

• GRR
• NRR
• Renewal rate
• Churn rate
• Expansion ARR / MRR
• Upsell and cross‑sell revenue
• Churn saves and win‑backs
• Customer health
• CSAT
• NPS
• Product adoption and engagement
• Forecast accuracy

You should be able to look at your portfolio and clearly answer:

Which customers are at risk? Why are they at risk? What am I doing about it?

Which customers have expansion potential? Why? What is the opportunity?

Which customers are healthy? How can I make them even more valuable and successful?

The Ideal Candidate

You will thrive in this role if you:

Think commercially: You don't view Account Management as simply servicing customers. You understand how to protect revenue and create opportunities to grow it.

Are proactive: You identify churn risk and expansion opportunities before they become obvious.

Know how to farm: You can take an existing customer relationship and systematically grow its value over time.

Are comfortable with difficult conversations: You can confidently discuss renewals, pricing, cancellations, downgrades, and commercial objections.

Are customer‑obsessed: You genuinely care about customer outcomes and understand that strong retention starts with delivering value.

Are data‑driven: You know your portfolio numbers and use data to prioritize your time and actions.

Operate well at scale: You can effectively manage a high‑volume SMB portfolio without every account requiring a completely bespoke approach.

Take ownership: You own the outcome — whether that means saving a customer, expanding an account, improving NPS, or fixing a customer experience issue.

Why Join ZOCA?

• Own a significant portfolio of US SMB customers and directly influence ZOCA's recurring revenue.
• Play a critical role in building ZOCA's retention and expansion engine.
• Work in a high‑velocity SaaS environment with significant opportunities to drive NRR.
• Have direct visibility into the commercial impact of your work.
• Partner closely with Sales, Product, Support, and Operations teams.
• Opportunity to grow into senior Account Management, Customer Success, or leadership roles as ZOCA scales.

If you're an experienced SaaS Account Manager who knows how to protect revenue, grow existing accounts, and build long‑term customer relationships in the US SMB market, we'd love to hear from you.