Job Description

Job Description – Customer Success Manager (SaaS)

/n

Location: Pune

/n

Experience: 6–8 Years

/n

Employment Type: Full time

/n

About the Role

/n

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.

/n

Key Responsibilities

/n

/n
Manage enterprise customer accounts throughout the customer lifecycle.

/n
Drive onboarding and product adoption.

/n
Conduct QBRs and EBRs.

/n
Monitor customer health and mitigate churn.

/n
Identify upsell and cross-sell prospects.

/n
Deliver customer training and webinars.

/n
Collaborate with Sales, Product, Engineering and Support.

/n
Handle escalations and maintain customer satisfaction.

/n
Create SOPs and customer success documentation.

/n
Track renewal,



adoption and revenue metrics.

/n

/n

Required Skills

/n

/n
6–8 years in Customer Success/Account Management in SaaS.

/n
Enterprise customer management.

/n
Stakeholder management and executive communication.

/n
Experience with onboarding, renewals and retention.

/n
Knowledge of CSAT, NPS, NRR and GRR.

/n
Excellent presentation and communication skills.

/n

/n

Preferred Technical Skills

/n

/n
Salesforce, Zendesk, Freshdesk, Tableau, Walk Me, Marketo, Amplitude, Clari, Advanced Excel, SQL (preferred).

/n

/n

Qualifications

/n

/n
Bachelor's degree in Engineering, Business or related field.

/n
Experience working with global customers is preferred.

/n

/n

📌 Customer Success Manager Pune
🏢 Celoxis
📍 Pune