Manager of Customer Success

4 days ago

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

A
Customer Success Lead
ensures that customers derive maximum value from a SaaS product — driving adoption, retention, and expansion. The role bridges
product, sales, and support
, acting as the strategic partner for clients post-sale.

Key Responsibilities:

Customer Onboarding & Adoption

  • Guide new customers through onboarding and product setup.
  • Design and implement customer success plans aligned with their business goals.

Account Management & Relationship Building

  • Serve as the primary point of contact for key accounts.
  • Conduct regular business reviews and gather feedback to improve customer experience.

Retention & Growth

  • Identify upsell/cross-sell opportunities.
  • Drive renewals and reduce churn by ensuring strong ROI realization.

Data-Driven Insights

  • Track usage patterns and health scores using tools like Gainsight, Totango, or HubSpot.
  • Analyze customer data to proactively address risks.

Collaboration with Product & Sales

  • Relay feature requests and feedback to product teams.
  • Partner with sales on expansion opportunities.

Leadership & Team Management
(if managing a team)

  • Mentor Customer Success Managers (CSMs).
  • Establish scalable playbooks, processes, and metrics (e.g., NRR, NPS, churn rate).

Typical Background:

  • Experience:
    6–8 years in Customer Success, Account Management, or Customer Experience (preferably in B2B SaaS).
  • Skills:
    Strong communication, stakeholder management, data analysis, and problem-solving.
  • Tools:
    Salesforce, HubSpot, Zendesk, Intercom, Gainsight, or Totango.
  • Domain Knowledge:
    Familiarity with SaaS metrics (MRR, ARR, NRR, LTV), and customer journey mapping.

Success Metrics:

  • Net Revenue Retention (NRR)
  • Customer Satisfaction (CSAT/NPS)
  • Churn Rate
  • Product Adoption & Engagement
  • Upsell/Cross-sell revenue

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