Job Description – Customer Success Manager (SaaS)

Location: Pune

Experience: 6–8 Years

Employment Type: Full time

About the Role

We are looking for a proactive and customer-focused Customer Success Manager to manage enterprise SaaS customers, drive product adoption, ensure customer retention, and identify growth opportunities.

Key Responsibilities

- Manage enterprise customer accounts throughout the customer lifecycle.
- Drive onboarding and product adoption.
- Conduct QBRs and EBRs.
- Monitor customer health and mitigate churn.
- Identify upsell and cross-sell opportunities.
- Deliver customer training and webinars.
- Collaborate with Sales, Product, Engineering and Support.
- Handle escalations and maintain customer satisfaction.
- Create SOPs and customer success documentation.
- Track renewal,



adoption and revenue metrics.

Required Skills

- 6–8 years in Customer Success/Account Management in SaaS.
- Enterprise customer management.
- Stakeholder management and executive communication.
- Experience with onboarding, renewals and retention.
- Knowledge of CSAT, NPS, NRR and GRR.
- Excellent presentation and communication skills.

Preferred Technical Skills

- Salesforce, Zendesk, Freshdesk, Tableau, Walk Me, Marketo, Amplitude, Clari, Advanced Excel, SQL (preferred).

Qualifications

- Bachelor's degree in Engineering, Business or related field.
- Experience working with global customers is preferred.

📌 Customer Success Manager (India)
🏢 Celoxis
📍 India