Customer Success Manager
3 weeks ago
Job Description
Senior/Lead Customer Success Manager (Enterprise)
Location: Bengaluru / Noida / Mumbai
Function: Customer Success
Reports to: Director, Customer Success
About LeadSquared
LeadSquared is a fast-growing SaaS company in the CRM and revenue acceleration space. We empower organizations across BFSI, EdTech, Healthcare, and other emerging verticals to drive high-velocity sales through automation and data-driven engagement.
Role Overview
As a Senior/Lead Customer Success Manager, you will manage a portfolio of mid-market and enterprise customers through the entire post-sales lifecyclefrom onboarding and adoption to value realization, renewal, and expansion. You will act as a strategic advisor and program manager, orchestrating outcomes across stakeholders, product, solutions, support, and services.
Key Outcomes
- Gross Revenue Retention (GRR) and Net Revenue Retention (NRR): renewal predictability and expansion pipeline.
- Adoption & Time-to-Value: activation, usage depth, and governance (QBR/EBR).
- Customer Health: proactive risk management, stakeholder coverage, and ROI demonstration.
- Advocacy: customer references, case studies, webinars, and community presence.
Responsibilities
- Build success plans aligned with executive goals; map stakeholders and drive governance (kickoffs, QBRs, EBRs).
- Lead onboarding and configuration with Solution/Implementation teams; document BRDs and process maps.
- Translate product capabilities (including APIs and AI workflows) into measurable business outcomes.
- Analyze product telemetry to drive adoption, mitigate risk, and provide roadmap feedback.
- Execute renewal strategies and identify expansion opportunities in partnership with Sales.
- Maintain accurate records in Gainsight/Salesforce; publish account plans and executive summaries.
- Champion the customer voice internally; influence enablement content and product priorities.
BFSI Addendum (if applicable)
- Knowledge of BFSI processes (lead-to-loan, policy issuance, KYC/AML, collections).
- Ability to navigate executive stakeholders across business, risk, operations, and IT.
- Governance expertise for regulated change management and SLAs.
- Value frameworks tied to revenue per agent, activation rates, drop-off reduction, and cycle-time compression.
Qualifications
- Education: Bachelor's degree in engineering (mandatory); MBA/PGDM is a plus. Preference for Tier-1/Tier-2 institutions (e.g., IIT/NIT/BITS/IIIT; IIM/ISB).
- Experience: 510 years in B2B SaaS Customer Success or Account Management for mid-market/enterprise portfolios.
- Strong sales acumen with a proven ability to drive renewals, expansions, and upsells.
- Strong program management skills; ability to translate business goals into product adoption and measurable ROI.
- Hands-on with CRM/MA platforms; familiarity with LeadSquared or competitors is a plus.
- Tools: Salesforce (or equivalent CRM), Gainsight (or equivalent CS platform), basic BI.
- Excellent communication skillsexecutive storytelling and technical-to-business translation.
Nice-to-Have
- Experience in BFSI or other regulated industries.
- Exposure to AI-assisted workflows, APIs, and data-driven adoption strategies.
- Public speaking experience (QBRs, webinars, customer communities).
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