Experience Required: 4-7 years
Senior Customer Success Manager
Role Overview
As a Senior Customer Success Manager, you’ll drive value for enterprise clients, unlock growth within accounts, and build scalable systems to elevate customer experience- while mentoring the team and working closely with leadership.
Key Responsibilities
1. Account Growth & Expansion
- Manage 6–8 enterprise accounts, acting as the primary point of contact and trusted advisor.
- Drive account expansion through upselling, cross-selling, and increasing adoption.
- Deliver measurable ROI for customers by aligning the AI solutions with their business goals.
- Maintain strong quality standards and ensure SLAs are consistently met.
2. Customer Success & Retention
- Track account health using data-driven insights across adoption, usage, billing, NPS, and engagement.
- Proactively identify risks, resolve issues, and ensure renewals and long-term retention.
- Build solid stakeholder relationships to deepen customer trust and advocacy.
3. Process Building & Scale
- Design and implement scalable processes to streamline CS workflows, reporting, and customer engagement.
- Build playbooks for account expansion, ROI measurement, and customer health monitoring.
4. Team Leadership & Enablement
- Mentor and train Customer Success Associates (CSAs) to handle Stage 1 support.
- Act as an escalation point for complex customer situations.
5. Strategic Exposure
- Work closely with the senior leadership & founders on enterprise-wide initiatives and CXO-facing projects.
- Share customer insights to influence the AI product roadmap.
What We’re Looking For
- 4–7 years of experience in Customer Success, Account Management, or Enterprise Relationship roles.
- Strong data analytical skills (Excel/Google Sheets; comfort with dashboards, pivot tables, reporting).
- Proven track record in account expansion, ROI delivery, and quality
📌 Senior Customer Success Manager (India)
🏢 PinnacleU
📍 India
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