Senior Customer Success Manager

About TargetBay:

TargetBay is a fast-growing eCommerce marketing automation SaaS company based out of Chennai and Atlanta. Clients use our products to increase their online sales through our personalized email marketing and reviews technologies. We have over 4,000+ eCommerce companies using our product

Experience:
 15+ years

Location:
 Perungudi, Chennai

Shift:
US Shift(EST)

About the Role:

We are looking for a
Senior Customer Success Manager
who can own customer relationships end-to-end, drive product adoption, and ensure long-term retention for our growing SaaS product. You will act as a strategic advisor, helping customers achieve measurable business outcomes while representing their voice internally across product, engineering, and leadership teams.

Key Responsibilities

Customer Relationship & Account Ownership

• Serve as the primary point of contact for mid-market and enterprise customers.
• Build deep, trusted relationships with key decision-makers, influencers, and users.
• Understand customer goals, workflows, and challenges to drive long-term value.

Product Adoption & Value Realisation

• Lead onboarding, training, and implementation for new customers.
• Create custom success plans and drive adoption through recurring business reviews.
• Identify expansion opportunities (upsell/cross-sell) based on usage and need.

Retention & Growth

• Monitor product usage, engagement trends, and health scores to prevent churn.
• Own renewals, negotiate terms, and ensure timely contract closure.
• Collaborate with sales to identify whitespace and expansion potential.

Customer Advocacy

• Represent customer voice to product, engineering, and marketing teams.
• Partner with product managers to influence roadmap based on customer insights.
• Drive case studies, testimonials, and references from successful accounts.

Customer Outcomes & Revenue Ownership

• Own Net Revenue Retention (NRR), Gross Retention (GRR), renewal performance, adoption and churn reduction.
• Lead forecasting, health score modeling, and account risk management.
• Build data-led processes to ensure product adoption, value realisation, and expansion opportunities.

Cross-Functional Collaboration

• Represent the "Voice of Customer" across product, engineering, and marketing to influence roadmap and experience.
• Collaborate with Sales to streamline handoff, expansion, and renewals motions.
• Partner with Product & UX to drive customer-led innovation and feedback loops.

Team Development & Culture

• Hire, mentor, and develop high-performing customer success managers and leaders.
• Establish a culture of accountability, empathy, and customer-first thinking.
• Provide training frameworks, performance metrics, and operational rigor.

Process Setup & Operational Excellence

• Establish end-to-end
  CS processes
  including onboarding, adoption workflows, QBR frameworks, renewal motions, and escalation matrices.
• Build and maintain
  SOPs, checklists, CS frameworks, and lifecycle automation
  to drive consistency across teams.
• Set up data-driven monitoring for customer health, risk indicators, and value milestones.

Qualifications & Experience

• 15+ years of total experience, with
  5+ years in SaaS
  and at least
  5+ years in a senior CS leadership role
  .
• Proven track record of building and scaling Customer Success teams in high-growth SaaS environments.
• Deep understanding of SaaS customer lifecycle metrics (NRR, GRR, churn, activation, adoption).
• Strong executive presence with excellent communication, negotiation, and stakeholder management skills.
• Hands-on experience with CS platforms, CRM, analytics tools, and customer journey automation.
• Ability to operate in a fast-paced, high-ownership, product-driven culture.