Enterprise Customer Success Manager

Enterprise Customer Success Manager - India

Join our AI platform as an Enterprise Customer Success Manager focused on our high-value Indian customer portfolio. You'll be responsible for managing $1.5M+ in ARR while driving expansion, retention, and customer advocacy across our fastest-growing market.

About Plotline

Proven track record as an enterprise-grade app personalisation platform serving apps like Dream11, Zepto, Upstox globally. Our India market represents one of our most strategic growth regions, with customers ranging from emerging startups to established enterprises leveraging our AI-driven personalization solutions.

About This Role

As our Enterprise CSM for India, you'll own the success journey for our highest-value customers in the region. You'll work closely with technical teams, C-level executives, and cross-functional stakeholders to ensure maximum value realization from our platform while identifying opportunities for growth and expansion.

Key Challenges You'll Solve

Customer Retention & Growth - Maintain 95%+ gross revenue retention while driving 120%+ net revenue retention across your portfolio

Value Realization - Ensure customers achieve measurable ROI and business outcomes through strategic implementation of our AI personalization platform

Cultural Navigation - Build deep relationships across diverse business cultures and decision-making processes in the Indian market

Technical Partnership - Bridge the gap between complex AI/ML capabilities and business value for technical and non-technical stakeholders

Outcomes Expected

Q1 Objectives: Achieve 98%+ retention rate and identify $150K+ expansion opportunities across existing portfolio

Q2 Objectives: Drive $300K+ in expansion revenue while maintaining customer health scores above 8.5/10

Year 1 Objectives: Deliver $1.8M+ in total ARR ($1.5M retention + $300K+ expansion) and establish 3+ customer advocates for case studies and references

ResponsibilitiesCustomer Success & Retention

• Own customer lifecycle management for enterprise accounts ($50K-$200K+ ACV)

• Conduct regular business reviews and strategic planning sessions with key stakeholders

• Monitor customer health metrics and proactively address risks to renewal

• Drive product adoption and feature utilization to maximize platform value

• Manage contract renewals and negotiations for existing customers

Growth & Expansion

• Identify and qualify expansion opportunities within existing accounts

• Collaborate with sales teams on upsell and cross-sell initiatives

• Develop expansion proposals and business cases for additional use cases

• Present ROI analysis and success metrics to justify platform investments

• Build champions and advocates within customer organizations

Market & Relationship Development

• Serve as primary point of contact for strategic enterprise customers

• Build relationships with C-level executives, IT leaders, and business stakeholders

• Understand local market dynamics and customer needs in the Indian context

• Provide market insights and customer feedback to product and strategy teams

• Represent company at industry events and customer conferences

Process & Excellence

• Maintain accurate customer data and forecasting in CRM systems

• Create and execute customer success plans and adoption strategies

• Develop best practices for enterprise customer management

• Collaborate with support and technical teams on customer implementations

• Document case studies and success stories for marketing and sales enablement

RequirementsProfessional Experience

• 2+ years of enterprise customer success or account management experience, preferably in AI/SaaS/technology

• Proven track record managing $1M+ ARR portfolios with strong retention and expansion metrics

• Experience working with Indian enterprises and understanding of local business practices

• Background in technical or consultative customer-facing roles

Core Competencies

Customer Champion

• Obsessive focus on customer outcomes and value realization

• Proven ability to build trust and credibility with enterprise stakeholders

• Strong project management and implementation expertise

• Experience managing complex, multi-stakeholder relationships

Growth Driver

• Track record of identifying and closing expansion opportunities

• Consultative selling skills and business acumen

• Ability to articulate ROI and business value of technical solutions

• Experience with contract negotiations and renewal processes

Market Navigator

• Deep understanding of Indian business culture and decision-making processes

• Ability to work across time zones and communicate with global teams

• Cross-cultural communication and relationship-building expertise

• Adaptability to local market needs and customer expectations

Strategic Thinker

• Data-driven approach to customer success metrics and forecasting

• Ability to synthesize customer insights into product and strategy recommendations

• Strong analytical and problem-solving capabilities

• Experience with customer success platforms and analytics tools

Ready to drive success for our most valuable Indian customers? If you're passionate about helping enterprises realize transformational value from AI technology while building lasting partnerships, we'd love to hear from you.

This role offers the opportunity to directly impact our largest revenue stream in a key growth market while working with cutting-edge AI personalization technology and world-class enterprise customers.

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