Sr Customer Success Manager

Weekday AI (YC W21); Mumbai; On-site; INR 1,000,000 - 2,200,000; Full time

Job summary

Weekday AI (YC W21) is seeking a Senior Customer Success Manager to build and strengthen relationships with mid-market and enterprise customers while driving product adoption, retention, customer satisfaction, and account growth. You will lead onboarding, steer quarterly reviews, and collaborate with Sales, Product, and Support to ensure long-term customer value.

The role requires 3–8 years in customer success, strong stakeholder management, and a customer-first mindset.

Qualifications

• 3–8 years in Customer Success or related role.
• Experience with mid-market or enterprise clients.
• Proven retention and renewals experience.
• Experience with B2B SaaS and CRM platforms.

Responsibilities

• Own and manage relationships with mid-market and enterprise customer accounts.
• Lead customer onboarding and ensure smooth product adoption and implementation.
• Develop strong, long-term relationships with key customer stakeholders.
• Maintain regular communication with customers and understand their business objectives, challenges, and expectations.
• Develop and execute customer success strategies aligned with customer goals and business priorities.
• Conduct Quarterly Business Reviews (QBRs) and present customer performance, product adoption, outcomes, and opportunities.
• Monitor customer health and proactively identify churn risks, adoption gaps, and engagement issues.
• Develop and lead retention strategies to improve customer satisfaction and long-term account value.
• Own renewal activities and work closely with relevant teams on commercial discussions and negotiations.
• Identify and support upsell and cross-sell opportunities in partnership with Sales and Account Management.
• Act as the voice of the customer internally and ensure customer feedback is effectively communicated.
• Collaborate with Product and Engineering teams on feature requests, product improvements, and customer requirements.
• Coordinate with Support and internal teams to ensure timely resolution of customer issues.
• Track and analyze key customer success metrics including retention, churn, NPS, CSAT, adoption, renewals, and revenue expansion.
• Use customer data and insights to identify opportunities for improving customer experience and account performance.
• Maintain accurate customer records, account plans, engagement history, and success documentation in CRM and customer success platforms.
• Prepare customer performance reports, insights, and strategic updates for leadership.
• Contribute to improving customer success processes, playbooks, health-scoring models, and engagement strategies.

Skills

Customer success

Account management

Stakeholder management

Onboarding

Renewals

Upselling

Cross-selling

Churn risk

Commercial discussions

CRM platforms

Tools

Salesforce

HubSpot

Gainsight

Zendesk

Job description

Job Description:

This role is for one of the Weekdays clients

Salary range: Rs 1000000 - Rs 2200000 (ie INR 10-22 LPA)

Experience: 3+ yrs

Location: Mumbai, Maharashtra, India

Job Type: Full-time

We are looking for an experiencedSenior Customer Success Managerto build and strengthen relationships with mid-market and enterprise customers while driving product adoption, retention, customer satisfaction, and account growth.

The role is suited for a customer-focused professional with strongstakeholder management, account management, customer engagement, retention, renewals, and commercial skills. You will work closely with customers, particularly global clients, to understand their business needs, maximize product value, and ensure long-term customer success.

Key Responsibilities

• Own and manage relationships withmid-market and enterprise customer accounts.
• Lead customer onboarding and ensure smooth product adoption and implementation.
• Develop strong, long-term relationships with key customer stakeholders.
• Maintain regular communication with customers and understand their business objectives, challenges, and expectations.
• Develop and execute customer success strategies aligned with customer goals and business priorities.
• ConductQuarterly Business Reviews (QBRs)and present customer performance, product adoption, outcomes, and opportunities.
• Monitor customer health and proactively identifychurn risks, adoption gaps, and engagement issues.
• Develop and lead retention strategies to improve customer satisfaction and long-term account value.
• Own renewal activities and work closely with relevant teams on commercial discussions and negotiations.
• Identify and supportupsell and cross-sell opportunitiesin partnership with Sales and Account Management.
• Act as thevoice of the customerinternally and ensure customer feedback is effectively communicated.
• Collaborate with Product and Engineering teams on feature requests, product improvements, and customer requirements.
• Coordinate with Support and internal teams to ensure timely resolution of customer issues.
• Track and analyze key customer success metrics includingretention, churn, NPS, CSAT, adoption, renewals, and revenue expansion.
• Use customer data and insights to identify opportunities for improving customer experience and account performance.
• Maintain accurate customer records, account plans, engagement history, and success documentation in CRM and customer success platforms.
• Prepare customer performance reports, insights, and strategic updates for leadership.
• Contribute to improving customer success processes, playbooks, health-scoring models, and engagement strategies.

What Makes You a Great Fit

• 3–8 years of experiencein Customer Success, Account Management, Client Services, or a related customer-facing role.
• Strong experience managingmid-market or enterprise customers.
• Proven experience in customer retention, renewals, account growth, and relationship management.
• Strongstakeholder management and communication skills, with the ability to engage confidently with senior customer stakeholders.
• Experience managing customer onboarding, adoption, engagement, and long-term account relationships.
• Experience identifying churn risks and implementing effective retention strategies.
• Strong understanding ofupselling, cross-selling, renewals, negotiations, and commercial discussions.
• Experience inB2B SaaS, technology, conversational CX, or other technology-driven organisationsis preferred.
• Familiarity with CRM and customer success platforms such asSalesforce, HubSpot, Gainsight, Zendesk, or similar tools.
• Strong analytical and problem-solving mindset with the ability to interpret customer and business data.
• Experience working withcustomer health scores, dashboards, automation, and customer success metrics.
• Ability to work effectively with Sales, Product, Engineering, Support, and other cross-functional teams.
• Experience supportingglobal customersand working across different cultures and time zones is an advantage.
• Strong customer-first mindset with a proactive, positive, and commercially aware approach.
• Excellent organisation and ability to manage multiple strategic accounts and priorities simultaneously.
• Ability to independently own customer relationships while contributing effectively within a broader Customer Success team.