About XenoXeno is the AI-led customer engagement and loyalty platform trusted by leading retail brands like Subway, FabIndia, Aditya Birla, Taco Bell, Harsha, and Lals Group to turn one-time shoppers into repeat, high-value customers. Our customers run their entire customer engagement - campaigns, journeys, loyalty, offers on our platform , and we're scaling rapid across India and the Middle East.

Role OverviewWe're hiring a Senior Customer Success Manager to own strategic relationships with our enterprise and mid-market retail clients. You'll drive product adoption, build campaign and loyalty strategy with clients, and act as the trusted advisor who ensures they see real value from Xeno. This role is based in Mumbai

What You'll Do
Own a portfolio of enterprise/mid-market retail accounts, working with them from kickoff to understand their business objectives
Drive product adoption and help customers realize measurable value from that adoption
Build campaign and journey plans using playbooks from Sr. Consultants, alongside Ass. CSMs, and present them to accounts
Own executive business reviews — monthly to annual depending on customer scale — including product showcases and deck creation
Build relationships with champions and key decision-makers, ensuring buy-in at every level




Drive timely renewals and upsells
Be the escalation point for client issues and encourage direct ticket raising
Surface customer feedback proactively to Product to help shape our roadmap
Partner with Sales, Marketing, Product, and Operations to ensure seamless account delivery

You'll Excel If You Have
6 to 8 years of experience in Customer Success role ideally at a SaaS company
Hands-on exposure to CRM, Loyalty, Offer Management, or Campaign tools
Proven experience running campaign and journey planning for enterprise clients
Comfort presenting strategy and performance to CXO-level stakeholders
Strong negotiation and stakeholder management skills, with a track record of driving renewals and upsells
A strategic, ROI-driven mindset with solid problem-solving ability
Bonus: B.Tech + MBA background, working knowledge of Excel/SQL, exposure to enterprise markets in India, Middle East, or SEA

Why Xeno
High-ownership role with direct exposure to enterprise clients and leadership visibility
Explicit growth path into senior CS leadership roles
Real impact on product roadmap — your customer signal shapes what we build
Open culture, flat hierarchy, sharp teammates
Fast-growth SaaS environment

📌 Senior Customer Success Manager Mumbai
🏢 Xeno Xeno
📍 Mumbai