Senior Customer Success Manager-International

IDfy; Mumbai; On-site; INR 1,000,000 - 1,500,000; Full time

Job summary

IDfy, located in Mumbai, is seeking a skilled professional in Customer Success to manage a portfolio of international clients. The role involves understanding client needs deeply, leading business reviews, and executing upsell opportunities, while collaborating with various teams.

The ideal candidate will have 5-8 years of experience in Customer Success or Account Management, strong analytical skills, and the ability to communicate effectively with executives. A background in SaaS or technology platforms is preferred.

Qualifications

• 5-8 years of experience in Customer Success or Account Management roles.
• Clear and polished communication skills, both written and verbal.
• Strong analytical mindset comfortable with data-driven discussions.
• Experience in running executive-level business reviews.
• Experience in SaaS, fintech, or B2B technology platforms.

Responsibilities

• Own a portfolio of international customers across multiple geographies.
• Lead QBRs with insights, performance trends, and recommendations.
• Identify and execute upsell and cross-sell opportunities.
• Collaborate with cross-functional teams effectively.
• Proactively resolve issues before they escalate.

Skills

Customer Success Management

Analytical Skills

Effective Communication

Stakeholder Management

Project Management

Upselling and Cross-Selling

Job description

Responsibilities

Own a portfolio of international customers across multiple geographies.

Deeply understand client businesses, success metrics, and evolving priorities.

Lead QBRs with data-backed insights, performance trends, and growth recommendations.

Identify and execute upsell and cross-sell opportunities through consultative value positioning.

Influence outcomes by collaborating effectively with Product, Tech, Sales, and Operations—without formal authority.

Proactively anticipate risks and resolve issues before they become escalations.

Represent the customer’s perspective internally while balancing business priorities.

Qualifications

• You have 5-8 years of experience in Customer Success/Account Management roles.
• Have clear, confident, and polished communication—written and verbal.
• Have a strong analytical mindset with comfort in data-driven conversations.
• Have the ability to structure and drive projects by setting milestones, tracking progress, coordinating stakeholders, and ensuring clients achieve their defined goals.
• Are experienced running executive-level business reviews and outcome discussions.
• Have a commercial acumen with proven upsell/cross-sell exposure.
• Have experience in SaaS, fintech, or B2B technology platforms.
• Are able to manage multiple accounts, priorities, and stakeholders simultaneously.
• Are calm, composed, and solution-oriented in complex stakeholder environments.
• Are able to move things forward through credibility, clarity, and collaboration.