Role Overview
At 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.
This role exists to ensure customers realize tangible value from our products while contributing directly to 120%+ Net Revenue Retention (NRR) and scalable revenue growth.
We are looking for outcome-driven professionals who can own revenue, influence stakeholders, and operate with a structured, AI-first approach to customer success.
Role Purpose
To 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.
Key Responsibilities
1. Revenue Ownership & Expansion (Primary KPI)
- Own renewals, upsell, and cross-sell opportunities for assigned accounts
- Drive account expansion through:
- Product adoption
- Usage-based insights
- Workflow optimization and value realization
- Execute structured expansion motions aligned to the sales journey:
- Technical Win → Functional Win → Value Win → Commercial → Legal
- Maintain strict renewal calendar discipline to ensure zero renewal misses
- Contribute directly to achieving and exceeding 120%+ NRR
2. Onboarding & Time-to-Value
- Own onboarding for assigned customer segments (Pulse customers and Sales-led Daton deals)
- Define and track explicit onboarding success criteria
- Optimize onboarding cycle time and accelerate time-to-value
- Remove blockers by collaborating with Support, Product, and Engineering teams
3. Customer Engagement, CSAT & NPS
- Run structured engagement cadences:
- Monthly reviews and QBRs for high-revenue accounts
- Own CSAT and NPS outcomes for assigned accounts
- Convert:
- Promoters → Advocates
- Passives → Promoters
- Detractors → Improved satisfaction through structured action plans