Customer Success Manager
3 weeks ago
Job Description Job Description: Senior Customer Success Manager (Graphy Inc., On-site) Location: Domlur, Bengaluru. Team: Customer Success & Key Account Manager Experience:47 years Type: Full-time About the Role We are looking for a Senior Customer Success Manager (Sr. CSM) to strengthen and scale our Customer Success function. In this mid-senior role, you will guide a team of Customer Success Managers and Key Account Managers, support account strategy, and ensure long-term customer satisfaction, retention, and expansion. This role requires strong customer understanding, team coordination skills, and the ability to operate strategically in a fast-paced, SaaS-first environment. Key Responsibilities: Team Management & Support - Guide, mentor, and support a team of CSMs and Key Account Managers. - Help drive team performance, capability building, and process adherence. - Support the team in meeting retention, renewal, NPS, and account growth goals. - Promote a collaborative, ownership-driven, customer-centric culture. Customer Relationship Ownership - Oversee strategic and high-impact customer accounts. - Support the team in handling escalations, complex use cases, and customer queries. - Participate in executive-level business reviews (QBRs/MBRs) with key accounts. - Build long-term customer relationships that drive value, satisfaction, and advocacy. Customer Success Operations & Strategy - Contribute to improving customer success processes across onboarding, adoption, retention, and expansion. - Monitor customer risks and coordinate proactive action plans. - Drive renewals and expansions in collaboration with Sales & Revenue teams. - Support creation of segment-based engagement playbooks and best practices. Cross-Functional Collaboration - Work closely with Product, Engineering, Sales, and Marketing teams to share customer insights. - Represent customer needs internally to influence product improvements. - Collaborate with Sales for smooth handoffs and expansion opportunities. Analytics, Reporting & Forecasting - Monitor customer health scores, usage analytics, and churn indicators. - Provide regular insights and updates to internal stakeholders. - Track CS KPIs such as NRR, GRR, adoption, activation timelines, and usage trends. Requirements - Bachelor's degree in Business, Marketing, Technology, or a related field. - 47 years of experience in Customer Success or Account Management. - Experience working in SaaS is a must. - 12 years of team mentoring experience (CSMs, Account Managers, Key Accounts). - Proven success in managing enterprise/high-value accounts, renewals, and expansions. - Strong communication, stakeholder management, and interpersonal skills. - Analytical mindset with experience in CS tools (Gainsight, HubSpot, Zoho, Intercom, etc.). - Strong prioritisation skills and ability to work in a fast-paced environment.
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Customer Success Manager
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Bengaluru, India Volopay Full timeJob Description About Us Volopay is a Y Combinator-backed start-up that combines, corporate cards, bill payments, approvals, expense reimbursements, and accounting automation in one single platform. We empower businesses to manage, grow and succeed with our cross-platform solution that delivers more functionality across financial operations. We are trusted...
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Customer Success Manager
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Customer Success Manager
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Customer Success
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Customer Success Manager
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India Gleantap Full timeCompany DescriptionGleantap is an intelligent customer experience platform for fitness & wellness clubs, enabling them to enhance sales & marketing efforts through data-driven campaigns. Businesses can utilize contextual data, AI, and automations to boost lead conversions and customer retention.Role DescriptionThis is a full-time remote role for a Customer...
