This role is for one of our Partner companies ( B2B SaaS, Series A $25M )

About the company
• Series A enterprise SaaS company with a 51–100 member team
• Building an AI-powered IT Service Management (ITSM) platform
• Helps enterprise teams manage employee requests, service workflows, and issue resolution more efficiently
• Working with mid-market and large enterprise customers

What you'll own

• Customer Success Planning: Define expected outcomes, success metrics, stakeholders, risks, and account priorities
• Enterprise Onboarding: Manage implementation plans, dependencies, blockers, and time-to-value
• Process Mapping: Understand customer workflows and pain points and translate them into practical product configurations
• Adoption & Value Realization: Use product usage and customer context to identify and solve adoption and use-case gaps
• Renewals & Expansion: Track account health, identify risks early, and uncover opportunities for growth
• Executive Relationships: Present progress, outcomes,



and risks to senior customer stakeholders
• Product Feedback: Translate recurring customer requests and pain points into structured insights for the Product team

You'll be a great fit if you have

• Experience managing complex enterprise or mid-market SaaS accounts
• Robust hands-on understanding of ITSM and enterprise IT workflows
• Experience with service workflows, approvals, escalations, and enterprise IT stakeholders
• Experience leading or coordinating complex SaaS implementations
• Strong business process mapping and problem-solving skills
• Track record of improving product adoption and customer value
• Experience owning or influencing renewals, retention, and account expansion
• Ability to work effectively with both senior executives and day-to-day product users
• Strong project management and cross-functional coordination skills

📌 Customer Success Manager (Bengaluru)
🏢 profound.me
📍 Bengaluru