Sr. Customer Success Manager

Edmingle; Bengaluru; On-site; INR 1,200,000 - 2,000,000; Full time

Job summary

Edmingle is seeking a Senior Customer Success Manager to own our key customer relationships from Bengaluru. You will manage a focused portfolio of our highest-value accounts, collaborating directly with the CEO, and you will be the single accountable owner for adoption, renewals and growth.

This role is designed to grow; proven judgment and results on a strategic portfolio can lead to leading the customer success function in the future.

Qualifications

• 4-7 years in B2B SaaS
• Experience owning renewals yourself, not supporting someone else
• Confidence in commercial conversations with founders and senior stakeholders
• Strong written communication; diagnosing and explaining in writing
• The instinct to build structure and write it down
• Comfort with data across product, billing and support tools
• Based in Bengaluru, or willing to relocate

Responsibilities

• Own a named portfolio of key accounts as the single point of accountability at Edmingle
• Drive retention and renewals on the portfolio, including revenue retention metrics
• Manage relationships with founders, CXOs and business heads and ensure outcomes
• Conduct periodic business reviews linking platform usage to customer results
• Monitor account health through adoption and engagement signals and address risks early
• Handle escalations end-to-end until resolution is confirmed
• Identify upgrade and expansion opportunities from deep account understanding
• Channel customer feedback to the product team
• Develop playbooks for onboarding, business reviews and health tracking

Skills

Renewals ownership

Executive communication

Written communication

Data literacy

B2B SaaS experience

Job description

Job Summary

We're looking for a Senior Customer Success Manager to own our key customer relationships. You'll manage a focused portfolio of our highest-value accounts, working directly with the CEO, and you'll be the single person accountable for how well those customers do on Edmingle - their adoption, their renewals and their growth. This role is built to grow. For someone who demonstrates the judgment and the results on a strategic portfolio, the path into leading the customer success function is a real one.

Responsibilities

• A named portfolio of key accounts, as their single point of accountability at Edmingle
• Retention and renewals on that portfolio, including the revenue retention number against it
• Relationships with founders, CXOs and business heads - understanding the outcome each customer bought, and making sure they get it
• Periodic business reviews that connect platform usage to the customers own results
• Account health: adoption and engagement signals, and acting on risk early
• Escalations on your accounts, end to end, until the customer confirms it's resolved
• Upgrade and expansion opportunities, identified from genuine account understanding
• Structured customer feedback into our product team
• The playbooks for this segment - onboarding, business reviews, health tracking

Requirements

• 4-7 years in B2B SaaS
• Experience owning renewals yourself, not supporting someone else's
• Confidence in commercial conversations with founders and senior stakeholders
• Strong written communication; much of this role is diagnosing and explaining in writing
• The instinct to build structure where little exists, and to write it down
• Comfort working with your own data across product, billing and support tools
• Based in Bengaluru, or willing to relocate
• Good to have: experience in ed-tech, LMS or any product sold to operations owners rather than IT; experience moving customers onto a new platform

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