Senior Customer Success Manager

HG Insights; Pune District; On-site; INR 1,800,000 - 3,000,000; Full time

Job summary

HG Insights is seeking a Senior Customer Success Manager to own the end-to-end journey for strategic Growth accounts. You will drive activation, adoption, retention, and expansion while acting as a trusted advisor to customers in a fast-paced data-driven environment.

The ideal candidate will be commercially minded, highly process-oriented, and comfortable working with technology and data. You will collaborate with Sales, Product, Marketing, and Operations to deliver measurable value and ROI for

Qualifications

• 3-5 years of experience in Customer Success, Account Management, SaaS, or a related role.
• Proven experience managing a portfolio of B2B technology/SaaS customers.
• Experience with activation, adoption, retention, and expansion.
• Understanding of revenue ownership and commercial metrics (ARR, renewals, expansion, churn, forecasting).
• Experience with tech, data, MarTech, RevTech, or related SaaS products.
• Excellent communication and stakeholder-management skills.

Responsibilities

• Own a portfolio of Growth customers across onboarding, activation, adoption, EBRs, and expansion.
• Drive activation and time-to-value, ensuring customers reach meaningful outcomes early.
• Develop and execute customer success plans aligned to customer business objectives.
• Identify adoption gaps, renewal risks, and expansion opportunities.
• Partner with Sales/Account Management on strategy, expansion, and engagement.
• Build relationships with business, technical, marketing, operations, and executive stakeholders.
• Run customer meetings, business reviews, adoption conversations, and ROI discussions.
• Use data, product usage, engagement signals, and health indicators to drive actions.
• Help establish scalable CS processes, playbooks, and operating rhythms.
• Mentor newer CSMs and contribute to team capabilities.
• Stay current on AI, GenAI, MCPs, GTM tech, and data/tech intelligence to create value.

Skills

Customer Success

Account Management

SaaS

Communication

Stakeholder Management

Analytical Skills

Job description

About HG

HG Insights is the pioneer of Revenue Growth Intelligence. For more than a decade, we have delivered comprehensive, AI- driven datasets on B2B buyers, technology adoption, IT spend, and buyer intent, sourced from billions of data points.

Today, we are a trusted partner to Fortune 500 technology companies, hyperscalers, and innovative B2B vendors seeking precise go-to-market analytics and decision-making. Through an evolving suite of AI agents that incorporate first-party data and buyer signals, HG Insights enables AI-powered GTM automation across sales, marketing, RevOps, and data analytics teams, modernizing GTM execution from strategy through activation.

About the Role

We are looking for a Senior Customer Success Manager to join our Growth team and own the end-to-end customer journey across a portfolio of strategic accounts. This person will be responsible for driving customer activation, adoption, drive retention, and expansion conversation while acting as a trusted advisor to customers.

The ideal candidate is commercially minded, highly process-oriented, comfortable working with technology and data, and able to operate independently in a fast-paced environment.

What you'll do

• Own a portfolio of Growth customers across onboarding, activation, adoption, EBRs, and expansion.
• Drive account activation and time-to-value, ensuring customers reach meaningful outcomes early in their journey.
• Develop and execute customer success plans aligned to customer business objectives.
• Proactively identify adoption gaps, risks, renewal risks, and expansion opportunities.
• Partner closely with Sales/Account Management on account strategy, expansion opportunities, and customer engagement.
• Build strong relationships with multiple stakeholders, including business, technical, marketing, operations, and executive personas.
• Run customer meetings, business reviews, adoption conversations, and value/ROI discussions.
• Use customer data, product usage, engagement signals, and health indicators to drive proactive actions.
• Help establish and continuously improve scalable CS processes, playbooks, and operating rhythms.
• Serve as a subject-matter resource for newer CSMs and contribute to improving the overall team's customer management capabilities.
• Stay current on emerging technologies, including AI, GenAI, MCPs, GTM technology, and data/technology intelligence, and understand how these technologies can create value for customers.

What we are looking for

Minimum Qualifications

• 3-5 years of experience in Customer Success, Account Management, SaaS, or a related customer-facing role.
• Proven experience managing a portfolio of B2B technology/SaaS customers.
• Demonstrated experience with customer activation, adoption, retention, and expansion.
• Strong understanding of revenue ownership and commercial metrics, including ARR, renewals, expansion, churn, and forecasting.
• Experience working with technology, data, MarTech, RevTech, or adjacent SaaS products.
• Excellent communication and stakeholder-management skills.

Preferred Qualifications

• Strong understanding and curiosity around AI, GenAI, MCPs, and emerging technology.
• Highly process-driven with strong attention to detail and operational discipline.
• A self-starter who can operate independently and proactively identify what needs to be done.
• Strong analytical and problem-solving skills, with the ability to translate customer data into actionable recommendations.
• Comfortable working cross-functionally with Sales, Product, Marketing, Support, and Operations.
• Ability to manage ambiguity and build structure in a growing organization.