Customer Success Manager

2 days ago

Hyderabad, Telangana, India Innovya Technologies Full time ₹ 12,00,000 - ₹ 24,00,000 per year

Core Responsibilities

Trusted Advisor & Relationship Management

  • Act as the primary point of contact and strategic advisor for enterprise customers.
  • Build and nurture executive-level relationships to influence business outcomes and ensure long-term partnership value.
  • Lead structured renewal discussions, QBRs (Quarterly Business Reviews), and Success Reviews to align customer objectives with company's solutions.

Renewals & Retention

  • Own the end-to-end renewals process: negotiate pricing, terms, and contracts by partnering with Sales, Legal, and Finance.
  • Deliver renewal offers/quotes in a timely and accurate manner to drive operational efficiency and customer satisfaction.
  • Manage renewal forecasting, pipeline accuracy, and reporting using CRM platforms (Salesforce, Gainsight).
  • Conduct retention analysis, track customer health scores, and publish monthly scorecards to leadership.

Customer Success & Adoption

  • Drive adoption of company's products by ensuring successful onboarding, engagement, and usage maturity across customer accounts.
  • Develop customer success stories, ROI showcases, and business cases that highlight product value and strengthen customer advocacy.
  • Partner with customer stakeholders to map KPIs, success metrics, and business outcomes that reinforce long-term value realization.

Growth & Expansion

  • Identify expansion opportunities through product adoption insights and refer qualified upsell/cross-sell leads to Sales.
  • Collaborate with internal stakeholders to build tailored account growth strategies.
  • Contribute to net revenue retention (NRR) by going beyond renewals and influencing incremental account growth.

Customer Advocacy & Feedback

  • Act as the voice of the customer internally by sharing feedback and insights to Product, Support, and Leadership teams.
  • Influence roadmap discussions and success strategy improvements based on customer trends and requirements.
  • Build champions within customer organizations and drive reference ability, case studies, and testimonials.

Qualifications

Experience
:

  • 7–12 years in Renewals, Account Management, or Customer Success, with at least 5 years managing enterprise-level customers.
  • Proven track record of handling large, complex portfolios in a covered CSM model.
  • Strong background in B2B SaaS/software product or services environments.

Education & Certifications:

  • Bachelor's degree required; MBA preferred.
  • CSM-related certifications (Gainsight, Success Coaching, Pragmatic Institute, etc.) are an advantage.

Technical & Business Skills:

  • Proficiency in Salesforce, Gainsight, and CRM/Success platforms.
  • Familiarity with CPQ, NetSuite, SalesLoft, and contract lifecycle management tools.
  • Strong negotiation skills and expertise in reviewing/analyzing software contracts.
  • Strong analytical mindset with the ability to interpret data and drive insights.

Soft Skills & Work Culture
:

  • Excellent communication (written and verbal), presentation, and executive engagement skills.
  • Customer-first mindset with proven ability to resolve conflicts and build trusted relationships.
  • Thrives in fast-paced, global environments with minimal supervision.
  • Ability to collaborate cross-functionally with Sales, Legal, Finance, and Product teams.

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