Senior Customer Success Manager

7 hours ago

Pune, Maharashtra, India SMS-Magic Full time ₹ 15,00,000 - ₹ 25,00,000 per year

Role: Customer Success Manager

Location: Pune | Work from Office
Shift: US Shift (6:30 PM to 3:30 AM)
About The Role
As a Customer Success Manager at SMS Magic, you'll be the voice of our customers—owning relationships, driving adoption, and ensuring they gain maximum value from our solutions. You'll manage accounts end-to-end, boost customer satisfaction, and identify growth opportunities through cross-sell and up-sell initiatives.

Key Responsibilities

  • Manage a portfolio of B2B SaaS accounts; drive renewals, retention & revenue growth.
  • Conduct Quarterly Business Reviews (QBRs) and regular check-ins to track success metrics.
  • Proactively engage with customers to enhance experience & reduce churn.
  • Analyze account data to identify opportunities and craft growth strategies.
  • Collaborate with cross-functional teams to resolve issues & align on customer goals.
  • Capture and share customer feedback with internal teams for continuous improvement.
  • Lead onboarding, training & adoption programs for customers.

Manage commercial activities and ensure SLA compliance.

Requirements
What You'll Need

  • 5+ years' experience in B2B SaaS account management or customer success.
  • Strong CRM knowledge and experience managing customer lifecycles.
  • Excellent communication & interpersonal skills with a customer-first mindset.
  • Data-driven approach to problem-solving and strategy. & Ability to manage multiple priorities in a fast-paced environment.

Benefits
Why SMS Magic?

  • Exposure to a global SaaS business with innovative technology.
  • A high-performance, growth-oriented work culture.
  • Competitive compensation & performance-based rewards.
  • Flexibility, learning opportunities & scope to make high business impact.

About SMS Magic
For 10+ years, SMS Magic has been a trusted messaging partner for global brands across industries like financial services, retail, education, wellness, and more. We deliver advanced, simple-to-use messaging solutions to help businesses engage customers with a personal touch.

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