Customer Success Manager - WFO

Infiniti Software Solutions; Chennai District; On-site; INR 1,500,000 - 2,200,000; Full time

Job summary

Infiniti Software Solutions seeks a senior Customer Success leader to strengthen executive-level relationships and drive adoption, retention, and revenue expansion across key accounts.

You will coordinate with Sales, Product and Delivery, implementing Customer Success Plans and quarterly business reviews to ensure ROI and long-term value for customers.

Qualifications

• 10+ years in Customer Success, Account Management or Delivery Leadership.
• Proven ability to grow existing accounts through cross-sell and upsell strategies.
• Strong stakeholder management with senior executives and global clients.

Responsibilities

• Act as trusted advisor for key customer accounts and executive stakeholders.
• Build and maintain executive relationships, conduct QBRs and business reviews.
• Drive cross-sell and upsell opportunities within existing accounts.
• Collaborate with Sales, Product and Delivery to maximize account growth.
• Develop and execute Customer Success Plans to ensure ROI and adoption.
• Monitor health metrics, risk signals and engagement to improve retention.
• Lead governance calls, escalations, and alignment across internal teams.

Skills

Customer Success

Account Management

Delivery Leadership

Cross-selling

Stakeholder management

Enterprise accounts

Agile delivery

Data-driven insights

Global client communication

Job description

Build long-term customer relationships by driving product adoption, ensuring client success, identifying growth opportunities, and delivering exceptional experiences that create lasting business value.

Key Responsibilities

Customer Engagement & Relationship Management

• Act as a trusted advisor for key customer accounts
• Build and maintain strong executive-level relationships
• Drive regular engagement through QBRs, business reviews, and strategic discussions
• Ensure continuous alignment with customer goals and expectations

Cross-Selling & Revenue Growth

• Identify and drive cross-sell and upsell opportunities within existing accounts
• Analyze customer usage, gaps, and business needs to position relevant solutions
• Collaborate with Sales, Product, and Delivery teams to maximize account growth
• Own and contribute to revenue expansion targets

Customer Success & Value Realization

• Develop and execute Customer Success Plans
• Ensure customers achieve desired business outcomes and ROI
• Monitor adoption, engagement, and health scores
• Drive initiatives to improve customer retention and satisfaction

Stakeholder & Governance Management

• Lead customer governance calls, steering committees, and escalations
• Provide proactive updates on risks, opportunities, and performance
• Align internal and external stakeholders for seamless delivery

Data-Driven Decision Making

• Track and analyze key metrics such as:
• Customer health score
• Product adoption and usage
• Net Revenue Retention (NRR)
• Customer Satisfaction (CSAT/NPS)
• Use insights to drive engagement and expansion strategies

Risk Management & Retention

• Identify early warning signals for churn or dissatisfaction
• Drive proactive mitigation plans
• Ensure high customer retention and long-term partnerships

Required Skills & Experience

• 10+ years of experience in Customer Success / Account Management / Delivery Leadership
• Strong experience in cross-selling, upselling, and revenue expansion
• Excellent stakeholder management and communication skills (especially with global clients)
• Proven ability to manage enterprise accounts
• Strong understanding of Agile delivery and product lifecycle
• Data-driven mindset with ability to derive insights from customer metrics
• Experience in SaaS / Airline / Travel domain (preferred for your profile alignment)

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.