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 4. Product Adoption & Value Realization Drive adoption of core f