Position: Senior Customer Success Manager

Location: Delhi

Working Days: Monday to Friday

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 strong 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.
- Robust data analytical skills (Excel/Google Sheets; comfort with dashboards, pivot tables, reporting).
- Proven track record in account expansion, ROI delivery, and quality management.
- Background in FinTech or SaaS (preferred).
- Excellent Communication – fluent, confident, and persuasive in enterprise settings.
- Managerial experience – mentoring or leading junior team members.
- Flexibility – comfortable with customer schedules requiring non-standard hours.

What We Offer

- High-Impact Work: Directly shape how some of India’s top lenders engage with millions of customers through AI voice agents.
- Ownership & Autonomy: Take charge of enterprise account growth and success, driving adoption and measurable outcomes with full accountability.
- Learning & growth: Annual learning allowance of 10,000+, mentorship, and hands-on AI exposure.
- Flexibility: WFH options twice a month, flexible hours, and competitive appraisal hikes.

📌 Senior Customer Success Manager (India)
🏢 PinnacleU
📍 India