Senior Customer Success Manager

Company: QDC (Quick Dry Cleaning Software) Location: Noida (on-site)

About QDC

QDC is a software platform built for the laundry and dry-cleaning industry, serving customers globally. The company is scaling its Customer Success function to deepen retention and expansion across its subscriber base.

About the Role

As a Senior Customer Success Manager, you will own and grow a portfolio of high-value customers (part of QDC's 2,500+ subscription base), acting as a strategic partner to help them maximize platform value while driving retention, product adoption, and account expansion. You'll work cross-functionally with Product, Engineering, Sales, and Onboarding, and will mentor junior team members as part of a growing CS team.

What You Will Do

1. Own a portfolio of high-value customers, ensuring strong retention, consistent product adoption, and achievement of expansion targets.
2. Build and maintain strategic relationships with key stakeholders, including business owners and operations teams.
3. Define and execute account-level success plans covering usage goals, engagement strategies, and growth opportunities.
4. Proactively monitor customer health, identify risk signals, and take timely action to prevent churn.
5. Drive expansion by identifying upsell/cross-sell opportunities (additional stores, features, modules), working with Sales to close them.
6. Lead renewal conversations,



ensuring timely renewals and addressing concerns in advance.
7. Handle complex escalations and multi-stakeholder coordination to resolution.
8. Collaborate with Onboarding, Product, Engineering, Support, and Sales to improve adoption and customer experience.
9. Provide structured feedback to Product/Engineering based on customer insights.
10. Mentor junior CSMs and contribute to team playbooks and processes.
11. Travel within India as needed to meet customers.

What We're Looking For

1. 3-5 years of experience in Customer Success, Account Management, or similar roles, with a proven track record of driving both retention and revenue expansion (upsell/cross-sell), not retention alone.
2. Experience managing complex or high-value accounts with multiple stakeholders (business owners, operations teams, decision-makers).
3. A graduate degree is mandatory; an MBA is a robust plus.
4. Demonstrated ownership mindset - someone who treats their accounts like a business, not just a relationship to manage.
5. Strong data-driven approach to tracking account health, usage trends, and renewal pipelines.
6. Confident, senior-stakeholder communication and negotiation skills.
7. Comfortable with a 6-day work structure (Mon-Fri in-office, Saturday WFH) and periodic domestic travel.
8. Experience with Zoho CRM (or similar CS/CRM tooling) preferred.

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