Experience: 3–6 years
Department: Customer Success
Employment Type: Full time
Location: Bangalore

About the Role
We are looking for a results-oriented Senior Customer Success Manager to lead customer relationships and manage a team of Customer Success Executives (CSEs) and Customer Success Managers (CSMs).

The role is responsible for improving customer retention, driving renewals, identifying upsell and cross-sell opportunities, and ensuring the team consistently delivers measurable value to customers. The ideal candidate combines people leadership, relationship management, commercial awareness, and a data-driven approach.

Key Responsibilities
Customer Success and Revenue Growth
• Own relationships with strategic or high-value customers throughout their lifecycle.
• Build a deep understanding of customers’ goals, challenges, and business needs.
• Develop success plans that improve product adoption, engagement, and value realization.
• Drive customer renewals and reduce churn.
• Identify and close upsell and cross-sell opportunities based on customer needs.




• Conduct regular check-ins, executive business reviews, product demonstrations, and value assessments.
• Build strong relationships with users, decision-makers, and executive stakeholders.
• Monitor customer health, usage, satisfaction, and risk indicators.
• Develop recovery plans for at-risk accounts and manage critical customer escalations.

Team Leadership
• Manage, mentor, and develop a team of CSEs and CSMs.
• Assign accounts and balance workloads based on customer needs and team capacity.
• Set clear goals and performance expectations for the team.
• Conduct regular one-on-one meetings, coaching sessions, and performance reviews.
• Review account plans, renewal pipelines, customer risks, and expansion opportunities.
• Support team members during complex negotiations, escalations, and executive conversations.
• Establish customer success processes, playbooks, reporting standards, and best practices.
• Pr

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