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Experience: 3+ yrs

Location: Mumbai, Maharashtra, India

Job Type: Full-time

We are looking for an experienced Senior Customer Success Manager to build and strengthen relationships with mid-market and enterprise customers while driving product adoption, retention, customer satisfaction, and account growth.

The role is suited for a customer-focused professional with robust stakeholder management, account management, customer engagement, retention, renewals, and commercial skills . You will work closely with customers, particularly global clients, to understand their business needs, maximize product value, and ensure long-term customer success.

Requirements Key Responsibilities

- Own and manage relationships with mid-market and enterprise customer accounts
- Lead customer onboarding and ensure smooth product adoption and implementation
- Develop strong, long-term relationships with key customer stakeholders
- Maintain regular communication with customers and understand their business objectives, challenges, and expectations
- Develop and execute customer success strategies aligned with customer goals and business priorities
- Conduct Quarterly Business Reviews (QBRs) and present customer performance, product adoption, outcomes, and opportunities
- Monitor customer health and proactively identify churn risks, adoption gaps, and engagement issues
- Develop and lead retention strategies to improve customer satisfaction and long-term account value




- Own renewal activities and work closely with relevant teams on commercial discussions and negotiations
- Identify and support upsell and cross-sell opportunities in partnership with Sales and Account Management
- Act as the voice of the customer internally and ensure customer feedback is effectively communicated
- Collaborate with Product and Engineering teams on feature requests, product improvements, and customer requirements
- Coordinate with Support and internal teams to ensure timely resolution of customer issues
- Track and analyze key customer success metrics including retention, churn, NPS, CSAT, adoption, renewals, and revenue expansion
- Use customer data and insights to identify opportunities for improving customer experience and account performance
- Maintain accurate customer records, account plans, engagement history, and success documentation in CRM and customer success platforms
- Prepare customer performance reports, insights, and strategic updates for leadership
- Contribute to improving customer success processes, playbooks, health-scoring models, and engagement strategies

What Makes You a Great Fit
- 3-8 years of experience in Customer Success, Account Management, Client Services, or a related customer-facing role




- Strong experience managing mid-market or enterprise customers
- Proven experience in customer retention, renewals, account growth, and relationship management
- Strong stakeholder management and communication skills, with the ability to engage confidently with senior customer stakeholders
- Experience managing customer onboarding, adoption, engagement, and long-term account relationships
- Experience identifying churn risks and implementing effective retention strategies
- Strong understanding of upselling, cross-selling, renewals, negotiations, and commercial discussions
- Experience in B2B SaaS, technology, conversational CX, or other technology-driven organisations is preferred
- Familiarity with CRM and customer success platforms such as Salesforce, HubSpot, Gainsight, Zendesk, or similar tools
- Strong analytical and problem-solving mindset with the ability to interpret customer and business data
- Experience working with customer health scores, dashboards, automation, and customer success metrics
- Ability to work effectively with Sales, Product, Engineering, Support, and other cross-functional teams
- Experience supporting global customers and working across different cultures and time zones is an advantage
- Strong customer-first mindset with a proactive, positive, and commercially aware approach
- Excellent organisation and ability to manage multiple strategic accounts and priorities simultaneously
- Ability to independently own customer relationships while contributing effectively within a broader Customer Success team

📌 Sr. Customer Success Manager (Mumbai)
🏢 Weekday AI (YC W21)
📍 Mumbai