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
- Strong 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
- Solid project management and cross-functional coordination skills

📌 Customer Success Manager (50L, 5-8 Years) (Bengaluru)
🏢 profound.me
📍 Bengaluru