Role: CSM Customer Success Manager

Exp: 2-4 Years

Work Mode: Work From office ( Mohali, PB)

Shift Time: EST Hours

Role Overview

We are looking for a commercially solid, performance-driven and AI-enabled Customer Success Manager who can manage customer relationships, improve product adoption, reduce churn and actively drive revenue expansion through upselling, cross-selling, renewals and account growth.

The ideal candidate should understand modern Customer Success and must be comfortable working with AI tools, AI agents and automation workflows to improve account planning, customer communication, onboarding, support resolution, renewal preparation and expansion identification.

Upsell, cross-sell, renewal ownership, retention and AI-enabled productivity are primary KRAs for this role.

Key Responsibilities:

1. Revenue Growth, Upselling & Account Expansion (Primary KRA)

Identify upsell, cross-sell and account expansion opportunities within existing accounts.
Drive plan upgrades from monthly to quarterly and annual plans.
Recommend higher-tier plans, add-ons,



integrations or premium services based on customer usage, business needs and growth potential.
Prepare value-based proposals, ROI narratives, pricing justifications and objection-handling responses.
Track expansion pipeline, renewal opportunities and revenue forecast in HubSpot CRM.
Partner with Sales, Product and Technical teams to close expansion opportunities.
Use AI tools such as ChatGPT, Claude, Gemini, Copilot or similar tools to prepare account research, proposal drafts, customer summaries and personalized follow-ups.

2. Account Management, Retention & Customer Health

Manage a portfolio of assigned client accounts across US and Europe regions.
Build strategic relationships with key stakeholders, decision-makers and product users.
Own the customer lifecycle from onboarding to adoption, renewal and expansion.
Conduct regular engagement calls, business reviews, renewal discussions and risk reviews.

📌 Customer Success Manager (Sahibzada Ajit Singh Nagar)
🏢 RChilli
📍 Sahibzada Ajit Singh Nagar