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
Revenue Ownership & Expansion (Primary KPI)
Own renewals, upsell,
and cross-sell opportunities for assigned accountsDrive account expansion through:Product adoptionUsage-based insightsWorkflow optimization and value realizationExecute structured expansion motions aligned to the sales journey:Technical Win → Functional Win → Value Win → Commercial → LegalMaintain strict renewal calendar discipline to ensure zero renewal missesContribute directly to achieving and exceeding 120%+ NRR
Onboarding & Time-to-Value
Own onboarding for assigned customer segments (Pulse customers and Sales-led Daton deals)Define and track explicit onboarding success criteriaOptimize onboarding cycle time and accelerate time-to-valueRemove blockers by collaborating with Support, Product, and Engineering teams
Customer Engagement, CSAT & NPS
Run structured engagement cadences:Monthly reviews and QBRs for high-revenue accountsOwn CSAT and NPS outcomes for assigned accountsConvert:Promoters → AdvocatesPassives → Pro