– 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.
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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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- 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.