A Senior Customer Success Manager is responsible for developing customer relationships that promote retention and loyalty. Their job is to work closely with customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction.

- Stakeholder Management: Document stakeholder interests within x weeks. Conduct monthly/quarterly etc. strategic business reviews.
- Quality Assurance: Establish and enforce quality standards. Implement one improvement practice per quarter.
- Project Closure: Coordinate closure activities within x weeks. Evaluate project performance and prepare a report.
- Lead Generation: Generate x CSQLs per quarter.
- Identify opportunities for cross-selling or upselling.
- Create ROI for customer contract renewals and growth.
- Collaborate on contract drafting for renewals. Operational Excellence and Team Leadership: Ensure continuous improvement in Operational Excellence lead large teams for efficient processes and customer delight.
- Customer Advocacy and Referenceability: Achieve the customer reference ability target. Maintain the highest level of customer advocacy and satisfaction.
- Team Management: Oversee CSM team, managing their annual increment cycle, hiring retention. Conduct monthly/ bi-monthly performance reviews.
- Portfolio MRR target achievement; Reduce Churn %; Cross sell or upsell realised MRR
- MRR vs ROI; Adherence to operational SOPs





Who were looking for:

- Ensure highest level of customer advocacy and satisfaction from product and operational support preventing churn
- Demonstrate industry expertise and consultation for top stakeholders- identify problem statements and help in qualifiaction of upsell/cross sell opportunities identified by CSMs
- Collaborate with growth counterparts to close upsell and crossell opportunities within TAT; Internal cross functional collaboration for recent product/module GTMconceptualization, VOC, feedbacks, marketing initiatives among others
- Maintain portfolio PL with healthy AR discipline, optimized manpower allocation and ensure high ROI; Drive operational discipline using best practices within the team- daily, weekly and monthly operational reviews, customer health reviews etc; Hire, train, retain talent for their team while following company wide LD practices
- Relationship management aspect- top stakeholders; Cross sell or upsell: lead conversion (Platinum accounts); Team Management aspect: CSM reports to this position, responsible for Annual increment cycle of operations team and CSMs

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Senior CSM Professional (Bengaluru)
🏢 FieldAssist
📍 Bengaluru