Customer Success Manager — Account Management Lead

Customer Success Manager — Account Management Lead

Location: Bangalore (Kalyan Nagar) — Hybrid (~12+ on-site days/month)

Compensation: Guide : ₹14 LPA fixed + ₹4 LPA Performance-Linked Incentives

Reports to: Head of Customer Success

Directs: Team of Account Managers (own hiring, coaching, and operating cadence)

About Us - We are a fast-growing SaaS product company building intelligent solutions to empower sales teams and channel partners with real-time insights and automation. Our suite of tools helps businesses optimize productivity, enhance field force efficiency, and make data-driven decisions.

Role Summary

Own customer outcomes across onboarding, adoption, value realization, renewal, and expansion. You'll lead a team of Account Managers to implement Salesdiary, drive measurable ROI for enterprise customers, and turn those wins into public case studies and references. Your charter blends implementation leadership with commercial impact (renewals first, expansion in partnership with Sales), with an operating rhythm of executive-level QBRs, success plans, and rigorous health reviews.

Key Responsibilities1) Customer Implementation & Onboarding

• Lead end-to-end deployments: discovery → BRD → data collection & transformation → UAT → go-live; run weekly steerco with evolving timelines and risk logs.
• Configure Salesdiary modules (SFA, DMS, Retailer, Influencer) and governance settings; ensure SSO/RBAC, roles, territories, products, schemes, and reports are correct.
• Deliver multi-audience training (distributor back-office, field reps, managers, CXOs) with measurable completion and competency checks.
• Create a Customer Success Plan for each account: goals, milestones, owners, timelines, and proof-of-value checkpoints.

2) Adoption, Value Realization & Executive QBRs

• Instrument adoption (active users, feature usage, data freshness) and business KPIs (order throughput, coverage, error reduction); maintain an account health score as an early-warning system.
• Run QBR/EBR with executive sponsors every 90–180 days: align on goals, show realized value vs baseline, agree next-quarter actions and expansion hypotheses.
• Convert outcomes into published case studies and references with Marketing.

3) Renewals & Expansion (in-partnership with Sales)

• Own renewal readiness and forecast; drive risk plans on at-risk accounts.
• Identify expansion opportunities (modules, users, integrations); shape proposals with Sales while preserving a success-first posture.
• Manage to financial lagging indicators: GRR/NRR, logo retention; coach the team on leading indicators to influence those outcomes.

4) Team Leadership & Operating Cadence

• Build, coach, and performance-manage Account Managers; run weekly 1:1s, deal/health reviews, and a monthly operating review.
• Standardize playbooks: onboarding checklists, success plan templates, escalation paths, comms templates, and QBR decks.
• Own tooling & hygiene: CRM hygiene, ticketing SLAs, risk registers, QBR calendar, adoption dashboards.

5) Cross-Functional Collaboration

• With Product/Engineering: translate field feedback into scoped CRs and roadmap inputs; validate releases with lighthouse customers.
• With Marketing: co-create success stories, webinars, and references; fuel top-of-funnel with credible ROI narratives.
• With Finance/Legal: align on renewal terms, addenda/SOWs, invoicing, and SLA expectations.

What Great Looks Like (12-month outcomes)

• On-time go-lives for strategic accounts; time-to-value within agreed thresholds.
• Adoption: ≥X% licensed users active; ≥Y% of key workflows used weekly.
• QBR discipline: 100% of strategic accounts on a QBR calendar with exec attendance; clear action logs.
• Retention: GRR ≥ target; NRR trending upward via structured expansions (with Sales).
• Evidence: ≥1 published, metrics-backed case study per quarter.

Required Experience & Skills

• 5+ years in Customer Success / Implementation / Enterprise Account Management (SaaS preferred); proven enterprise onboarding and renewal ownership.
• Strong consultative chops in distribution-led sales ops; comfort facilitating steerco-level sessions.
• Hands-on with success plans, QBRs, health scoring, and ROI storytelling.
• Working knowledge of integrations (ERP/Tally/CRM), data workflows, and secure deployment patterns.
• Team leadership: hiring, coaching, and performance management of Account Managers.

Nice-to-Have

• Familiarity with BI dashboards, and enterprise ticketing/CRM.

KPIs & Scorecard (how you'll be measured)

• Delivery: Go-lives on plan; baseline vs post-go-live KPI lifts.
• Adoption: Active-user %, feature adoption, license utilization, time-to-first-value.
• Health: Account health score coverage and accuracy; escalations resolved within SLA.
• Commercial: GRR, NRR, logo retention, expansion pipeline value; forecast accuracy.
• Advocacy: QBR completion rate; case studies/references per quarter.

Legal / Compliance Notes (relevant to this role)

• Ensure implementations and changes adhere to contracted SLAs, change-control, data-handling, and security requirements; obtain customer sign-offs at each milestone.
• Coordinate renewal notices and SOW/Change Request paperwork with Sales/Legal; maintain auditable communication and decision trails.

Job Types: Full-time, Permanent

Pay: ₹1,200, ₹1,400,000.00 per year

Benefits:

• Flexible schedule
• Provident Fund
• Work from home

Work Location: In person

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