Job Description
Job Description – Customer Success Manager (SaaS)
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Location: Pune
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Experience: 6–8 Years
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Employment Type: Full time
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About the Role
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We are looking for a proactive and customer-focused Customer Success Manager to manage enterprise SaaS customers, drive product adoption, ensure customer retention, and identify growth opportunities.
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Key Responsibilities
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- Manage enterprise customer accounts throughout the customer lifecycle.
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- Drive onboarding and product adoption.
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- Conduct QBRs and EBRs.
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- Monitor customer health and mitigate churn.
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- Identify upsell and cross-sell opportunities.
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- Deliver customer training and webinars.
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- Collaborate with Sales, Product, Engineering and Support.
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- Handle escalations and maintain customer satisfaction.
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- Create SOPs and customer success documentation.
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- Track renewal,
adoption and revenue metrics.
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Required Skills
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- 6–8 years in Customer Success/Account Management in SaaS.
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- Enterprise customer management.
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- Stakeholder management and executive communication.
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- Experience with onboarding, renewals and retention.
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- Knowledge of CSAT, NPS, NRR and GRR.
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- Excellent presentation and communication skills.
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Preferred Technical Skills
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- Salesforce, Zendesk, Freshdesk, Tableau, Walk Me, Marketo, Amplitude, Clari, Advanced Excel, SQL (preferred).
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Qualifications
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- Bachelor's degree in Engineering, Business or related field.
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- Experience working with global customers is preferred.
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📌 Customer Success Manager (Pune)
🏢 Celoxis
📍 Pune