Position Overview:
We are seeking a driven an experienced Customer Success Skilled to drive Customer Retention, Renewals, Key Account Management, Upselling, and Business Development for its B2B business. The ideal candidate will be responsible for building strong, long-term relationships with customers, ensuring successful product adoption, identifying growth opportunities within existing accounts, and driving customer satisfaction and revenue growth.

Key Responsibilities:
• Manage and grow key and strategic customer accounts, building strong relationships with decision-makers and senior leadership.
• Drive customer retention and renewals by proactively understanding customer needs, ensuring
satisfaction, and addressing potential risks.
• Identify and drive upselling and cross-selling opportunities within existing accounts based on customer requirements and business needs.
• Conduct regular weekly/fortnightly customer and project reviews, track key action items, and ensure timely resolution of issues with internal teams.




• Act as the key point of contact between customers and internal teams, effectively managing customer queries, escalations, complaints, and requests.
• Drive successful customer onboarding, product adoption, training, and engagement to maximize customer value.
• Build strong relationships with customer leadership and key stakeholders to strengthen engagement and create long-term partnerships.
• Work closely with Sales, Product, Technology, and Support teams to ensure seamless customer experience and timely delivery.
• Generate customer references, referrals, and reference-based opportunities to support new customer acquisition.

Required Experience & Skills:
• 5+ years of experience in Customer Success, Key Account Management, Client Management, Business Retention, Sales, or other customer-facing roles.
• Proven experience in customer retention, renewals, upselling, cross-selling, and account growth.
• Experience managing key/strategic account

📌 Customer Success Manager (Mumbai)
🏢 Protectt.ai
📍 Mumbai