Senior Customer Success Manager SaaS
Location: Hyderabad | Employment Type: Full-time |
Experience Required: 7+ Years
Notice Period: Immediate to 45 Days Preferred
Work Location: Hyderabad
About the Role
We are looking for a Senior Customer Success Manager to own the post-sales customer journey for our SaaS product. This role drives retention, expansion, and advocacy across enterprise and mid-market accounts, partnering closely with Sales, Product, and Support.
Key Responsibilities
Own end-to-end customer success for a portfolio of high-value SaaS accounts, from onboarding through renewal and expansion.
Develop and execute strategic account plans, driving product adoption, usage, and time-to-value.
¢ Act as primary point of contact for key stakeholders, building trusted relationships with decision-makers and executive sponsors.
¢ Monitor account health using data-driven metrics (usage, NPS/CSAT, engagement scores) and proactively mitigate churn risk.
¢ Drive renewals and identify upsell/cross-sell opportunities with Sales and Account Management teams.
¢ Lead Quarterly/Executive Business Reviews (QBRs/EBRs) to demonstrate ROI and align on customer goals.
¢ Partner with Product and Engineering to relay customer feedback and influence roadmap priorities.
¢ Collaborate with Support teams to resolve escalations quickly and ensure high customer satisfaction.
¢ Mentor junior CSMs and contribute to playbooks and process improvements.
¢ Track and report on key CS metrics: NRR, GRR, churn rate, CSAT/NPS, and expansion revenue.




Required Skills & Qualifications
¢ 7+ years of experience in Customer Success, Account Management, or Client Relationship roles within a SaaS product company.
¢ Proven track record managing enterprise/mid-market accounts with strong renewal and expansion outcomes.
¢ Deep understanding of SaaS metrics (NRR, GRR, ARR, churn, CLTV) and CS methodologies.
¢ Excellent communication, presentation, and stakeholder management skills, including experience engaging C-level executives.
¢ Solid analytical and problem-solving skills with ability to translate data into actionable insights.
¢ Hands-on experience with CRM/CS platforms (e.g., Salesforce, Gainsight, HubSpot, Zendesk, or similar).
¢ Demonstrated ability to manage a portfolio of accounts independently while collaborating cross-functionally.
¢ Prior experience in a global/US-facing SaaS company is highly preferred.
Preferred Attributes
¢ Familiarity with customer journey mapping, health scoring models, and success planning frameworks.
¢ Strong executive presence with ability to influence and negotiate at senior levels.
¢ Passion for technology and genuine interest in helping customers succeed.
What We Offer
¢ Competitive compensation aligned with industry standards.
¢ Opportunity to work with a high-growth SaaS product and global customer base.
¢ Collaborative, fast-paced work culture with strong leadership visibility.
¢ Career growth path into leadership roles within Customer Success.

📌 Customer Success Manager (Hyderabad)
🏢 Snovasys Software Solutions India
📍 Hyderabad