Customer Success Manager

6 hours ago

Bengaluru, Karnataka, India Graphy Inc. Full time ₹ 12,00,000 - ₹ 36,00,000 per year

Job Description: Senior Customer Success Manager (Graphy Inc., On-site)

Location:
Domlur, Bengaluru.

Team:
Customer Success & Key Account Manager

Experience:
4–7 years

Type:
Full-time

About the Rol

eWe 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 position requires strong customer understanding, team coordination skills, and the ability to operate strategically in a fast-paced, SaaS-first environment

**.

Key Responsibilitie**

**s:

Team Management & Supp**

  • ortGuide, mentor, and support a team of CSMs and Key Account Manage
  • rs.Help drive team performance, capability building, and process adheren
  • ce.Support the team in meeting retention, renewal, NPS, and account growth goa
  • ls.Promote a collaborative, ownership-driven, customer-centric cultu

**re.

Customer Relationship Owner**

  • shipOversee strategic and high-impact customer accou
  • nts.Support the team in handling escalations, complex use cases, and customer quer
  • ies.Participate in executive-level business reviews (QBRs/MBRs) with key accou
  • nts.Build long-term customer relationships that drive value, satisfaction, and advoc

**acy.

Customer Success Operations & Str**

  • ategyContribute to improving customer success processes across onboarding, adoption, retention, and expan
  • sion.Monitor customer risks and coordinate proactive action p
  • lans.Drive renewals and expansions in collaboration with Sales & Revenue t
  • eams.Support creation of segment-based engagement playbooks and best pract

**ices.

Cross-Functional Collabo**

  • rationWork closely with Product, Engineering, Sales, and Marketing teams to share customer ins
  • ights.Represent customer needs internally to help influence product improve
  • ments.Collaborate with Sales for smooth handoffs and expansion opportun

**ities.

Analytics, Reporting & Fore**

  • castingMonitor customer health scores, usage analytics, and churn indi
  • cators.Provide regular insights and updates to internal stakeh
  • olders.Track CS KPIs such as NRR, GRR, adoption, activation timelines, and engagement

**trends.

Requ**

  • irementsBachelor's degree in Business, Marketing, Technology, or a relate
  • d field.4
    –7 years of experience in Customer Success or Account Man
  • agement.Experience working in SaaS is
  • a must.1–2 years of team mentoring ex
    perience (CSMs, Account Managers, or Key Ac
  • counts).Proven success in managing enterprise/high-value accounts, renewals, and exp
  • ansions.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 envi

ronment.

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