Job DescriptionRole Overview
nAt 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.
nThis role exists to ensure customers realize tangible value from our products while contributing directly to 120%+ Net Revenue Retention (NRR) and scalable revenue growth.
nWe are looking for outcome-driven professionals who can own revenue, influence stakeholders, and operate with a structured, AI-first approach to customer success.
nRole Purpose
nTo 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.
nKey Responsibilities
n1. Revenue Ownership & Expansion (Primary KPI)
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- Own renewals, upsell, and cross-sell opportunities for assigned accountsn
- Drive account expansion through:n
- Product adoptionn
- Usage-based insightsn
- Workflow optimization and value realizationn
- Execute structured expansion motions aligned to the sales journey:n
- Technical Win → Functional Win → Value Win → Commercial → Legaln
- Maintain strict renewal calendar discipline to ensure zero renewal missesn
- Contribute directly to achieving and exceeding 120%+ NRRn
n2. Onboarding & Time-to-Value
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- Own onboarding for assigned customer segments (Pulse customers and Sales-led Daton deals)n
- Define and track transparent onboarding success criterian
- Optimize onboarding cycle time and accelerate time-to-valuen
- Remove blockers by collaborating with Support, Product, and Engineering teamsn
n3. Customer Engagement, CSAT & NPS
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- Run structured engagement cadences:n
- Monthly reviews and QBRs for high-revenue accountsn
- Own CSAT and NPS outcomes for assigned accountsn
- Convert:n
- Promoters → Advocatesn
- Passives → Promote