Senior Customer Success Manager

1 day ago

Noida, Uttar Pradesh, India beBeeLeadership Full time ₹ 15,00,000 - ₹ 17,00,000
Customer Success Leadership Opportunity

As a key member of our organization, you will lead and oversee the entire Customer Success department for our SMBG clients.

This role involves managing a team of 3–4 Team Leaders, who in turn manage a large pool of Customer Success Executives.

You will be responsible for driving end-to-end customer journey – from onboarding to product adoption, engagement, and retention – while building scalable processes suitable for a high-volume customer base.

Key Responsibilities:

  • Lead and mentor 3–4 Team Leaders and indirectly oversee a team of 30+ Customer Success Executives.
  • Drive customer onboarding, adoption, retention, and satisfaction across SMBG clients.
  • Develop and implement customer success strategies and playbooks tailored for high-volume SMB customers.
  • Implement and scale tech-touch engagement models for effective customer coverage.
  • Develop strategies to drive deep product adoption and showcase the value of our solutions.
  • Monitor health metrics, churn signals, and client escalations; design proactive action plans.
  • Collaborate with Product, Sales, and Support teams to ensure a seamless customer experience.
  • Deliver regular business reviews and performance reports to leadership.
  • Continuously optimize processes to enhance team productivity and customer outcomes.

Qualifications:

  • 5–7 years of proven experience in Customer Success / Account Management within SaaS, Telecom, CPaaS, or Cloud Communication.
  • Minimum 2+ years of direct experience leading Team Leaders / Managers.
  • Strong exposure to managing high-volume SMB customer bases.
  • Excellent strategic thinking, problem-solving, and analytical skills.
  • Tech-savvy mindset with experience implementing automation or tech-touch models.
  • Experience in reporting to senior leadership (CEO/VP-level) is highly desirable.
  • Exceptional communication and stakeholder management skills.

We are looking for an experienced leader to join our team. If you have the required skills and qualifications, we encourage you to apply.

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