Relinns

At Relinns Technologies, we live and breathe innovation, reliability, and speed! Founded by an IIM alumnus, we have established ourselves as a fast-growing tech company, pushing boundaries and crafting cutting-edge solutions for global clients like CIPLA, Apollo Tyres, Khatabook, and Manchester City Football Club.

Our in-house product, BotPenguin, is an AI-powered SaaS platform helping businesses automate and scale customer engagement.

We believe in fostering a culture of learning, collaboration, accountability, and ownership, where people are encouraged to solve problems, challenge assumptions, work across teams, and continuously improve the way we serve our customers.

With flexible working hours, team-building activities, and a passion-driven environment, we empower our teams to build, innovate, and grow.

BotPenguin

BotPenguin is a SaaS-based customer engagement and chatbot platform that enables businesses to automate conversations and engage customers across multiple channels.

Visit our website here: https://botpenguin.com/

Key Highlights

- 80,000+ customers onboarded
- 250+ Partners
- Customers across 193 countries
- 8 Million+ messages triggered per month

The Role

As a Customer Success Manager, you will own the retention, health, and growth of our existing B2B SaaS customer portfolio.

You will be responsible for understanding what is happening across customer accounts, identifying churn risks and expansion opportunities early, building structured account-management processes, and ensuring customers continuously realise measurable value from BotPenguin.

A major part of this role will involve customer segmentation, account-health analysis, renewal forecasting, adoption, stakeholder management, expansion planning, and customer communication.

You will also manage and develop the Customer Success team and collaborate closely with Sales, Product, Engineering, Support, Finance, and leadership to ensure customer risks and opportunities are acted upon effectively.

What you need for this role

- EducationBachelor’s degree in Business, Engineering, Computer Science, IT, Management, or a related field
- Experience5-8, 8+ years of experience in Customer Success, Account Management, Client Success, or related customer-facing roles, preferably within a B2B SaaS / product-based company
- Skills Required
- Strong experience managing and growing a B2B SaaS customer portfolio, with ownership of retention, renewals, adoption, customer risk, and expansion
- Strong understanding of customer segmentation, account-health frameworks, churn indicators, lifecycle stages, and customer prioritisation
- Ability to analyse product usage, feature adoption, customer engagement,



stakeholder relationships, support patterns, business outcomes, and commercial signals
- Strong understanding of SaaS metrics such as ARR/MRR, NRR, GRR, Logo Retention, Churn, Contraction, Expansion, and Renewal Rate
- Experience building and managing renewal, churn-risk, and expansion forecasts with strong commercial judgment
- Robust experience managing customer relationships across admins, champions, decision-makers, procurement teams, and executive sponsors
- Experience conducting QBRs / EBRs, building customer success plans, and driving measurable customer outcomes and value realisation
- Ability to identify genuine expansion opportunities based on customer needs, adoption, usage, new use cases, and organisational growth
- Experience managing and coaching a Customer Success / Account Management team, including performance management, workload planning, delegation, and development
- Strong analytical and reporting skills with the ability to convert customer data into actionable account and portfolio strategies
- Ability to collaborate effectively with Sales, Product, Engineering, Support, Finance, and leadership on customer risks, commercial matters, and growth opportunities
- Comfortable working with CRM, Customer Success tools, dashboards, and spreadsheets; HubSpot experience is preferred
- Excellent written and verbal communication, stakeholder-management, negotiation, problem-solving, and leadership skills

What you will be doing

- Own the overall retention, health, and growth of the B2B SaaS customer portfolio, ensuring risks and opportunities are identified and acted upon proactively
- Build and continuously improve customer segmentation and account-health frameworks based on revenue, adoption, engagement, lifecycle, risk, strategic importance, and growth potential
- Monitor customer usage, adoption, business outcomes, support patterns, stakeholder engagement, and commercial signals to identify churn, contraction, and expansion opportunities early
- Build and manage structured renewal and retention processes, including forecasts, risk categories, recovery plans, customer conversations, and commercial coordination
- Drive customer adoption and value realisation by identifying usage gaps, aligning the product with customer priorities, and building actionable success plans




- Identify and develop expansion opportunities across additional users, teams, use cases, business units, and relevant product capabilities
- Define appropriate customer engagement cadences and conduct QBRs / EBRs focused on business outcomes, adoption, value, risks, opportunities, and forward plans
- Build relationships across multiple customer stakeholders and strengthen champion, decision-maker, and executive sponsor coverage for strategic accounts
- Create and manage weekly and monthly customer portfolio reports covering account health, renewals, churn risk, contraction, expansion, adoption, engagement, and major escalations
- Manage, coach, and develop the Customer Success team through 1:1s, portfolio reviews, performance management, account coaching, workload planning, and skill development
- Collaborate closely with Sales, Product, Engineering, Support, Finance, and leadership to resolve customer blockers, improve customer experience, and support commercial outcomes
- Continuously improve Customer Success processes, reporting, forecasting, documentation, and team operating rhythms to build a scalable and data-driven Customer Success function

Key Success Metrics

Success in this role will be evaluated through metrics such as:

- Net Revenue Retention (NRR)
- Gross Revenue Retention (GRR)
- Customer / Logo Retention
- Churn and Contraction Rate
- Renewal Rate
- Renewal Forecast Accuracy
- Expansion ARR
- Product Adoption
- Time-to-Value
- Account Health
- Customer Satisfaction
- Risk identification and recovery
- Executive stakeholder coverage
- Team performance and development

Top reasons to work with us

- Own and influence customer retention, expansion, and long-term value for a growing AI SaaS product
- Work with customers across global markets and diverse industries
- Build scalable Customer Success frameworks across health, forecasting, renewals, adoption, and expansion
- Work closely with Product, Engineering, Sales, Finance, and leadership
- Lead and develop a growing Customer Success team
- Work in a culture that values learning, ownership, collaboration, and continuous improvement
- Flexible working hours and strong opportunities for professional growth

Work Location

C-184, STPI Building, Sector 75, Mohali, Punjab 160071

Pay: ₹1,400,000.00 - ₹1,700,000.00 per year

Benefits:

- Health insurance
- Leave encashment
- Provident Fund

Ability to commute/relocate:

- Mohali, Punjab: Reliably commute or planning to relocate before starting work (Preferred)

Application Question(s):

- How many years of experience in SaaS B2B Companies?
- How many accounts have you handle?

Work Location: In person

📌 Account Manager/Customer Success ManagerB SaaS) (India)
🏢 Relinns Technologies
📍 India