Senior Customer Success Manager

敘潮; Mumbai; On-site; INR 1,800,000 - 2,800,000; Full time

Job summary

Xeno, an AI-led customer engagement and loyalty platform, seeks a Senior Customer Success Manager based in Mumbai to own strategic relationships with enterprise and mid-market retail clients. You will drive product adoption, craft campaign and loyalty strategies, and serve as a trusted advisor ensuring customers realize value from Xeno’s platform.

You will collaborate with Sales, Marketing, Product, and Operations, lead executive reviews, and drive renewals and upsells while shaping our roadmap

Qualifications

• 6 to 8 years of experience in Customer Success, ideally in SaaS.
• Experience owning enterprise/mid-market accounts and driving renewals/upsells.
• Proven ability to present strategy to CXO-level stakeholders.
• Hands-on with CRM, loyalty, offer management or campaign tools.
• Strong negotiation and stakeholder management skills.
• ROI-driven mindset with problem-solving ability.

Responsibilities

• Own enterprise/mid-market accounts from kickoff to objective alignment.
• Drive product adoption and measurable value realization.
• Develop campaign and journey plans with playbooks and Sr. Consultants.
• Lead executive business reviews and create compelling decks.
• Build relationships with champions and key decision-makers.
• Drive renewals and upsells; act as escalation point for issues.
• Surface customer feedback to Product to influence the roadmap.
• Collaborate with Sales, Marketing, Product, and Ops for seamless delivery.

Skills

CRM

Loyalty programs

Offer management

Campaign planning

Executive presentations

Negotiation

Stakeholder management

ROI mindset

Education

B.Tech + MBA

Tools

CRM systems

Campaign tools

Job description

Xeno is the AI‑led customer engagement and loyalty platform trusted by leading retail brands like Subway, FabIndia, Aditya Birla, Taco Bell, Harsha, and Lals Group to turn one‑time shoppers into repeat, high‑value customers. Our customers run their entire customer engagement – campaigns, journeys, loyalty, offers on our platform, and we’re scaling fast across India and the Middle East.

Role Overview

We’re hiring a Senior Customer Success Manager to own strategic relationships with our enterprise and mid‑market retail clients. You’ll drive product adoption, build campaign and loyalty strategy with clients, and act as the trusted advisor who ensures they see real value from Xeno. This role is based in Mumbai.

What You’ll Do

• Own a portfolio of enterprise/mid‑market retail accounts, working with them from kickoff to understand their business objectives
• Drive product adoption and help customers realize measurable value from that adoption
• Build campaign and journey plans using playbooks from Sr. Consultants, alongside Ass. CSMs, and present them to accounts
• Own executive business reviews – monthly to annual depending on customer scale – including product showcases and deck creation
• Build relationships with champions and key decision‑makers, ensuring buy‑in at every level
• Drive timely renewals and upsells
• Be the escalation point for client issues and encourage direct ticket raising
• Surface customer feedback proactively to Product to help shape our roadmap
• Partner with Sales, Marketing, Product, and Operations to ensure seamless account delivery

You’ll Excel If You Have

• 6 to 8 years of experience in Customer Success role ideally at a SaaS company
• Hands‑on exposure to CRM, Loyalty, Offer Management, or Campaign tools
• Proven experience running campaign and journey planning for enterprise clients
• Comfort presenting strategy and performance to CXO‑level stakeholders
• Strong negotiation and stakeholder management skills, with a track record of driving renewals and upsells
• A strategic, ROI‑driven mindset with strong problem‑solving ability
• Bonus: B.Tech + MBA background, working knowledge of Excel/SQL, exposure to enterprise markets in India, Middle East, or SEA

Why Xeno

• High‑ownership role with direct exposure to enterprise clients and leadership visibility
• Clear growth path into senior CS leadership roles
• Real impact on product roadmap — your customer signal shapes what we build
• Open culture, flat hierarchy, sharp teammates

Required Skills