Senior Customer Success Manager

HG Insights; Pune District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

HG Insights is seeking a Senior Customer Success Manager to own end-to-end journeys across a portfolio of strategic Growth accounts. You will drive activation, adoption, retention, and expansion while acting as a trusted advisor.

The ideal candidate is commercially minded, process-oriented, comfortable with technology and data, and able to operate independently in a fast-paced environment. You’ll collaborate with Sales, Product, and Operations to maximize customer value.

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 and driving activation, adoption, retention, and expansion.
• Excellent communication and stakeholder-management skills.

Responsibilities

• 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 with Sales/Account Management on account strategy and engagement.
• Build relationships with business, technical, marketing, operations, and executive stakeholders.
• Run customer meetings, business reviews, and ROI discussions.
• Use customer data and product usage to drive proactive actions.
• Help establish scalable CS processes and playbooks.

Skills

Customer success

SaaS domain knowledge

Account management

Stakeholder management

Data-driven decisions

Job description

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.