Senior Customer Success Manager

CultureMonkey; Chennai District; On-site; INR 1,800,000 - 3,000,000; Full time

Job summary

CultureMonkey is seeking a Senior Customer Success Manager to own the customer journey from adoption through renewal and help customers achieve measurable value. You will build relationships with champions, stakeholders, and executive sponsors to drive product adoption and monitor account health.

This strategic, data-driven role involves leading customer conversations, turning goals into measurable outcomes, and collaborating with our founding team to shape our Customer Success function.

Qualifications

• 5–8 years overall CS experience, at least 5 in B2B SaaS/HR Tech.
• Experience managing strategic/enterprise relationships with multiple stakeholders.
• Data-driven mindset turning customer and product data into insights.
• Strong stakeholder management and executive-level communication.
• Excellent project management and execution with follow-through.
• Comfort with renewal and expansion conversations.
• Experience with CS tools, CRMs, analytics is a plus.
• Experience with global US customers preferred.
• Startup environment with ownership mindset.

Responsibilities

• Develop cohesive CS strategies across stages of the customer journey.
• Partner with founding members to share insights and improve processes.
• Plan and execute projects to boost product usage and adoption.
• Create campaigns to educate customers on latest features.
• Regularly report on product adoption, usage, and customer health.
• Generate renewal pipeline and manage churn metrics.
• Monitor key metrics and provide actionable insights to leadership.
• Provide operational oversight to ensure KPIs are met.
• Educate clients on best practices to drive product success.

Skills

Customer Success

Enterprise relationships

Data-driven insights

Stakeholder management

Project management

Job description

CultureMonkey is an AI-powered employee engagement and experience platform helping organizations build exceptional workplaces through continuous listening, people analytics, and action planning. Trusted across 100+ countries and rated 4.7/5 on G2.

ABOUT THE ROLE

We are looking for a Senior Customer Success Manager to own the customer journey from adoption through renewal and help customers achieve measurable value from CultureMonkey.

You will build relationships with champions, key stakeholders, and executive sponsors, drive product adoption, monitor account health, and proactively manage risks and opportunities.

This is a strategic, data-driven role for someone who enjoys solving customer problems, leading meaningful business conversations, and turning customer goals into measurable outcomes.

You will also work closely with our founding team and internal teams to bring customer insights into the business and help shape our Customer Success function.

WHAT YOU'LL OWN

As a Senior Customer Success Manager, you will be working on customer engagement efforts, playing a pivotal role in driving success and satisfaction. Your responsibilities will include:

• Strategic CS Development: Craft and implement cohesive CS strategies tailored to critical stages of the customer journey, including upcoming renewals and QBRs/EBRs.
• Collaborative Insight Sharing: Partner closely with our founding members, providing valuable insights to enhance the overall customer process.
• Innovative Project Management: Strategically plan and execute new projects to identify areas for increased product usage and adoption.
• Creative Customer Campaigns: Develop and launch engaging campaigns to educate and nurture customers on the latest product features.
• Performance Reporting: Regularly report on product adoption, usage, and customer health to our leadership team, ensuring continuous monitoring and delivering actionable insights to stakeholders.
• Renewal pipeline generation: Experiment with diverse approaches to maintain a steady, qualified pipeline of renewals.
• Key Metric Tracking: Continuously monitor and report on crucial metrics such as renewals, churn rates, and CSAT scores.
• Operational Oversight: Provide operational oversight to ensure targets and KPIs are met.
• Best Practice Sharing: Educate clients on best practices to achieve product success with CultureMonkey.

WHAT WE ARE LOOKING FOR

• 5-8 years of experience, with at least 5 years in Customer Success, preferably in B2B SaaS or HR Tech.
• Experience managing strategic or enterprise customer relationships with multiple stakeholders and decision-makers.
• Strong understanding of customer health, adoption, retention, renewals, churn, and CSAT.
• A data-driven mindset with the ability to turn customer and product data into actionable insights.
• Strong stakeholder management and communication skills, including experience working with senior and executive stakeholders.
• Excellent project management and execution skills with strong attention to follow-through.
• Strong commercial awareness and comfort participating in renewal and expansion conversations.
• A customer-first, empathetic approach combined with structured and analytical thinking.
• Experience with Customer Success tools, CRM platforms, and analytics tools is a strong advantage.
• Experience working with global customers, preferably in the US, is preferred.
• Comfortable working in a fast-moving startup environment where ownership matters.

THE KIND OF PERSON WE ARE HOPING TO MEET

• Someone who thinks beyond customer support and understands that great Customer Success is about delivering measurable value.
• Someone who can speak confidently with an HR leader, understand the data behind an account, and turn both into a clear action plan.
• Someone who takes ownership, spots risks early, and follows through.
• Someone who sees renewals as the result of consistently delivering value - not just a date on the calendar.
• Someone who wants to help build something, not just operate within it.

If that sounds like you, we would love to meet you.