Customer Success Manager - WFO

Infiniti Software Solutions Pvt Ltd.; Chennai District; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

Infiniti Software Solutions Pvt Ltd. is seeking a seasoned Customer Success Manager in Chennai to drive product adoption and ensure client success.

The role emphasizes building executive relationships, aligning with business goals, and guiding strategic discussions for long-term value. Ideal candidates have 10+ years in Customer Success, Account Management, or Delivery Leadership, with strong cross-selling experience and Agile delivery knowledge.

Qualifications

• 10+ years of experience in Customer Success / Account Management / Delivery Leadership.
• Proven ability to manage enterprise accounts and drive revenue expansion.
• Excellent stakeholder management and communication skills with global clients.
• Experience in cross-selling, upselling, and revenue growth.
• Familiarity with Agile delivery and product lifecycle.
• Experience in SaaS / Airline / Travel domain (preferred).

Responsibilities

• Act as a trusted advisor for key customer accounts and build executive-level relationships.
• Drive regular engagement through QBRs, business reviews, and strategic discussions.
• Identify and drive cross-sell and upsell opportunities within existing accounts.
• Develop and execute Customer Success Plans to ensure desired outcomes and ROI.
• Lead governance calls, steering committees, and escalation management with stakeholders.
• Track metrics like product adoption, NRR, and CSAT; use insights to guide engagement and expansion strategies.

Skills

Customer Success

Account Management

Delivery Leadership

Cross-selling

Stakeholder management

Agile delivery

Data-driven insights

SaaS domain

Executive communication

Enterprise relationships

Job description

Job Title: Customer Success Manager

Location: Chennai

Work Mode: Work From Office

Experience: 10+ Years

Employment Type: Full-Time

Job Summary

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:
• Product adoption and usage
• Net Revenue Retention (NRR)
• Customer Satisfaction (CSAT/NPS)
• Use insights to drive engagement and expansion strategies
• Identify early warning signals for churn or dissatisfaction
• 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)