Senior CSM - Gurgaon

FieldAssist; Bengaluru; On-site; INR 1,800,000 - 2,400,000; Full time

Job summary

FieldAssist is seeking a Senior Customer Success Manager to deepen relationships with key clients, drive retention and revenue growth across our SaaS platform for CPG brands. You will own strategic stakeholder engagements, ensure service quality, and guide cross-functional teams to deliver value.

You will coordinate quarterly business reviews, identify upsell opportunities, lead a high-performing CSM team, and champion customer advocacy to reduce churn and boost portfolio health.

Qualifications

• Maintain portfolio P&L with healthy AR discipline and ROI focus.
• Collaborate with growth counterparts to close upsell/cross-sell opportunities.
• Lead cross-functional collaboration for GTM concepts and VOC feedback.

Responsibilities

• Stakeholder management: Document stakeholder interests and conduct strategic business reviews.
• Quality Assurance: Establish and enforce quality standards and implement improvement practices.
• Project Closure: Coordinate closure activities and evaluate project performance.
• Lead Generation: Generate CSQLs per quarter.
• Identify opportunities for cross-selling or upselling.
• Create ROI for customer contract renewals and growth.
• Collaborate on contract drafting for renewals and lead the operations excellence program.

Skills

Stakeholder management

Quality assurance

Lead generation

Cross-selling

Team leadership

Customer advocacy

Job description

Position Overview

Our success is in the success of our customers. Only you can make that happen.

A Senior Customer Success Manager is responsible for developing customer relationships that promote retention and loyalty. Their job is to work closely with customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction.

About FieldAssist

FieldAssist is a SaaS based technology platform transforming route-to-market capabilities of CPG companies across the value-chain. From distributors to retailers, salesmen to leaders, all stakeholders are connected digitally through an integrated platform which simplifies how sales are planned, processed and predicted, and distribution is discovered, developed and deployed. Headquartered in Gurugram, India, and with clients in 10 countries in Asia and Africa, FieldAssist is a 'Proud Partner to Great Brands,' delivering ready insights and powering GTM strategies for 550+ CPG brands including Godrej Consumers, Saro Africa, Danone, Haldiram’s, Eureka Forbes, Bisleri, Nilon’s, Borosil, Adani Wilmar, Philips, Ching’s and Mamaearth among others.

FieldAssist is certified by Great Place to Work® for having created a great place to work for all its employees by excelling on the 5 dimensions of High-Trust, High-Performance Culture™ – Credibility, Respect, Fairness, Pride and Camaraderie.

Responsibilities

• Stakeholder Management: Document stakeholder interests within x weeks. Conduct monthly/quarterly etc. strategic business reviews.
• Quality Assurance: Establish and enforce quality standards. Implement one improvement practice per quarter.
• Project Closure: Coordinate closure activities within x weeks. Evaluate project performance and prepare a report.
• Lead Generation: Generate x CSQLs per quarter.
• Identify opportunities for cross-selling or upselling.
• Create ROI for customer contract renewals and growth.
• Collaborate on contract drafting for renewals. Operational Excellence and Team Leadership: Ensure continuous improvement in Operational Excellence & lead large teams for efficient processes and customer delight.
• Customer Advocacy and Referenceability: Achieve the customer reference ability target. Maintain the highest level of customer advocacy and satisfaction.
• Team Management: Oversee CSM team, managing their annual increment cycle, hiring & retention. Conduct monthly/ bi-monthly performance reviews.
• Portfolio MRR target achievement; Reduce Churn %; Cross sell or upsell realised MRR
• MRR vs ROI; Adherence to operational SOPs

Qualifications

• Ensure highest level of customer advocacy and satisfaction from product and operational support preventing churn
• Demonstrate industry expertise and consultation for top stakeholders- identify problem statements and help in qualifiaction of upsell/cross sell opportunities identified by CSMs
• Collaborate with growth counterparts to close upsell and crossell opportunities within TAT; Internal cross functional collaboration for new product/module GTMconceptualization, VOC, feedbacks, marketing initiatives among others
• Maintain portfolio P&L with healthy AR discipline, optimized manpower allocation and ensure high ROI; Drive operational discipline using best practices within the team- daily, weekly and monthly operational reviews, customer health reviews etc; Hire, train, retain talent for their team while following company wide L&D practices
• Relationship management aspect- top stakeholders; Cross sell or upsell: lead conversion (Platinum accounts); Team Management aspect: CSM reports to this position, responsible for Annual increment cycle of operations team and CSMs

Company Resources

• Website: https://www.fieldassist.com/people-philosophy-culture/
• Culture Book: https://www.fieldassist.com/fa-culture-book
• CEO's Message: https://www.youtube.com/watch?v=bl_tM5E5hcw
• LinkedIn: https://www.linkedin.com/company/fieldassist/