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.

¢ Strong 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, rapid-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