Customer Success Manager

13 hours ago

Noida, Uttar Pradesh, India LeadSquared Full time ₹ 12,00,000 - ₹ 36,00,000 per year

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 lifecycle—from 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: 5–10 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 skills—executive 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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