Senior Customer Success Manager

S enior Customer Sucesss Manager (Hybrid |Delhi)About ConvinConvin is a Conversation Intelligence platform built by IIT Delhi alumni to transform sales, collections, and customer experience. With our proprietary AI and automation, we help enterprises analyze conversations, drive insights, improve conversions, and deliver exceptional customer experiences.We’re trusted by leading brands like Bharat Pay, Aakash, ICICI Lombard, SBI Life, Shaddi.com, Bajaj and MediBuddy, Aditya Birla Group Etc. across industries such as EdTech, FinTech, HealthTech, Hospitality, Travel, and BPO.Highlights:Raised $6.5M in Series-A (2024) and $2.1M seed funding (2022)Featured in LinkedIn’s Top Startups listRanked Top 20 Software Companies in India by G2Best Speech & Conversation Analytics Company at CX & DCX SummitsJob Description:We are seeking a highly skilled, experienced, and passionate Sr. Customer Success Manager (CSM) to join our dynamic team. This individual will play a pivotal role in maintaining client relationships, ensuring product adoption, driving value realization, and promoting upsell/cross-sell opportunities. You will be responsible for the retention of our clients, as well as facilitating regular interactions with decision-makers and weekly sync-ups with client POCs.Responsibilities:• Foster client relationships and work towards maintaining high retention rates. Understand client needs and issues and provide solutions promptly.• Ensure clients understand and effectively use Convin's suite of products. Conduct training sessions, webinars, or workshops as necessary.• Demonstrate the value of our software to clients, ensuring they fully realize the potential and benefits of our services. Measure and track value delivered to clients to drive customer success and loyalty.• Identify opportunities to upsell or cross-sell based on customer needs and usage patterns. Work closely with the sales team to facilitate these opportunities.• Engage with key decision-makers within client organizations on a regular basis to understand their strategic goals, gather feedback, and ensure alignment of our services with their business objectives.• Coordinate and conduct weekly meetings with client Points of Contact to discuss ongoing issues, updates, and to maintain open lines of communication.Qualifications:• Minimum 5-7 years of experience in a customer-facing role, preferably in a SaaS or technology company.• Proven track record in customer success, relationship management, or a similar role.• Exceptional communication and interpersonal skills with the ability to navigate through complex situations.• Strong problem-solving skills and the ability to translate client needs into practical solutions.• Comfortable in a fast-paced and ever-changing environment.Interview ProcessHere’s how we hire at Convin:Application Review – Our People & Culture team will connect within 4–5 days if your profile fits.Initial Catch-Up – A quick conversation to check role fit.IQ Round – Assessing problem-solving and analytical skills.Assignment / Case Study – Practical exercise + discussion.Final Leadership Round – Interaction with our founders/leadership team.Crack it, and you’re inPerks & BenefitsLearning & Upskilling – Reimbursement of ₹1,000 per month (up to ₹12,000 per year) towards books or courses, work-related or otherwise.Wellness & Leisure Allowance – ₹24,000/year (claimable as ₹6,000 quarterly or ₹24,000 annually) for personal travel, retreats, or gym memberships.Comprehensive Insurance – Health insurance of ₹5,00,000 (self & family) + accident coverage of ₹25,00,000.Friday Treats – Weekly snacks for in-office employees.Friday Fun & Wellness – Bi-monthly yoga, health check-ups, learning sessions, and cultural activities.Quarterly Team Outings – Relax, connect, and grow together.