18 Aug
|
Customer Success Society
|
Gurugram
18 Aug
Customer Success Society
Gurugram
We have been given a mandate to hire a Customer Success Manager for a fast-growing, venture-backed B2B SaaS platform in the AI-powered conversation and revenue intelligence space, with 1,200+ paying customers.
Customer Success Manager
We are looking for a Customer Success Manager to own and drive the customer success charter for a fast-growing, venture-backed B2B SaaS platform operating in the AI-powered conversation and revenue intelligence space, with 1,200+ paying customers.
The role will work closely with sales, product, engineering, support, marketing and analytics teams to drive adoption, retention and expansion across the customer lifecycle, from onboarding and time to value through renewal and repeat purchase.
This is a high-ownership role for a customer success skilled who combines strong customer understanding, data orientation, process building ability and working knowledge of AI and automation tooling.
Key Responsibilities
Own the customer success roadmap and playbook for the assigned portfolio, aligned with overall revenue and retention objectives.
Drive the end-to-end customer journey covering onboarding, activation, adoption, value realisation, renewal, expansion and advocacy.
Define and track success metrics tied to each customer's stated business goals and deliver measurable outcomes against them.
Identify churn risk and expansion opportunity early through product usage data, health scores, support signals and customer conversations.
Work closely with Sales, Product, Engineering, Support, Marketing and Analytics teams to resolve customer issues and unlock growth within accounts.
Improve key metrics including net revenue retention, gross retention, time to value, product adoption depth, onboarding TAT and CSAT or NPS.
Run business reviews with senior stakeholders focused on ROI, outcomes and roadmap alignment rather than activity reporting.
Build and optimise customer journeys across in-product, email and lifecycle touchpoints in partnership w
📌 Customer Success Manager (Gurugram)
🏢 Customer Success Society
📍 Gurugram