Role Overview
At Saras Analytics, Customer Success is a revenue-owning function , not a post-sales support extension. The Customer Success Manager (CSM) is accountable for driving measurable business outcomes — renewals, expansion, product adoption, and customer advocacy.
This role exists to ensure customers realize tangible value from our products while contributing directly to 120%+ Net Revenue Retention (NRR) and scalable revenue growth.
We are looking for outcome-driven professionals who can own revenue, influence stakeholders, and operate with a structured, AI-first approach to customer success.

Role Purpose
To drive customer retention, expansion, adoption, and advocacy by owning the full post-sales lifecycle — from onboarding to renewal — while acting as the voice of the customer within the organization.

Key Responsibilities
1. Revenue Ownership & Expansion (Primary KPI)
Own renewals, upsell, and cross-sell opportunities for assigned accounts
Drive account expansion through:
Product adoption
Usage-based insights
Workflow optimization and value realization
Execute structured expansion motions aligned to the sales journey:
Technical Win → Functional Win → Value Win → Commercial → Legal
Maintain strict renewal calendar discipline to ensure zero renewal misses
Contribute directly to achieving and exceeding 120%+ NRR
2. Onboarding & Time-to-Value
Own onboarding for assigned customer segments (Pulse customers and Sales-led Daton deals)
Define and track clear onboarding success criteria
Optimize onboarding cycle time and accelerate time-to-value
Remove blockers by collaborating with Support, Product, and Engineering teams
3. Customer Engagement,



CSAT & NPS
Run structured engagement cadences:
Monthly reviews and QBRs for high-revenue accounts
Own CSAT and NPS outcomes for assigned accounts
Convert:
Promoters → Advocates
Passives → Promoters
Detractors → Improved satisfaction through structured action plans
4. Product Adoption & Value Realization
Drive adoption of core features across products
Use adoption tracking to identify:
Low-adoption risk accounts
Expansion-ready accounts
Deliver measurable quarter-over-quarter improvements in adoption
Leverage playbooks, AI-driven insights, and guided workflows to increase product stickiness
5. Product Feedback Loop
Capture structured customer feedback using defined frameworks
Quantify impact of feedback (ARR, churn risk, CSAT impact, ticket volume)
Act as the voice of the customer to Product, Design, and Support teams
Track and communicate outcomes of product improvements
6. Advocacy, Referrals & Market Influence
Drive customer advocacy initiatives:
Reviews (G2, Capterra)
Testimonials
LinkedIn mentions
Case studies
Partner with Marketing and Partnerships teams to generate:
Customer referrals
Pipeline influence

Candidate Qualifications
3–6 years of experience in Customer Success, Account Management, or revenue-owning roles (preferably in SaaS or B2B tech)
Proven track record of owning renewals and driving expansion revenue
Experience managing mid-market or enterprise accounts
Strong stakeholder management and executive communication skills
Analytical mindset with comfort using product usage data and performance metrics
Ability to thrive in a fast-paced, outcome-driven workplace

📌 Customer Success Manager (Hyderabad)
🏢 Saras Analytics
📍 Hyderabad