About Xeno
Xeno is the AI-led customer engagement and loyalty platform trusted by leading retail brands like Subway, FabIndia, Aditya Birla, Taco Bell, Harsha, and Lals Group to turn one-time shoppers into repeat, high-value customers. Our customers run their entire customer engagement - campaigns, journeys, loyalty, offers on our platform , and we're scaling rapid across India and the Middle East.
Role Overview
We're hiring a Senior Customer Success Manager to own strategic relationships with our enterprise and mid-market retail clients. You'll drive product adoption, build campaign and loyalty strategy with clients, and act as the trusted advisor who ensures they see real value from Xeno. This role is based in Mumbai
What You'll Do
Own a portfolio of enterprise/mid-market retail accounts, working with them from kickoff to understand their business objectives
Drive product adoption and help customers realize measurable value from that adoption
Build campaign and journey plans using playbooks from Sr. Consultants, alongside Ass. CSMs, and present them to accounts
Own executive business reviews — monthly to annual depending on customer scale — including product showcases and deck creation
Build relationships with champions and key decision-makers, ensuring buy-in at every level
Drive timely renewals and upsells
Be the escalation point for client issues and encourage direct ticket raising
Surface customer feedback proactively to Product to help shape our roadmap
Partner with Sales, Marketing, Product, and Operations to ensure seamless account delivery
You'll Excel If You Have
6 to 8 years of experience in Customer Success role ideally at a SaaS company
Hands-on exposure to CRM, Loyalty, Offer Management, or Campaign tools
Proven experience running campaign and journey planning for enterprise clients
Comfort presenting strategy and performance to CXO-level stakeholders
Solid negotiation and stakeholder management skills, with a track reco