Key Responsibilities

- Own customer retention, renewals, expansion revenue, and Net Revenue Retention (NRR).
- Advise customers on ICP definition, lead targeting, list quality, email copy, sequencing, and deliverability.
- Audit underperforming campaigns and recommend strategies to improve reply and meeting rates.
- Identify churn risks through usage trends, inactive accounts, payment issues, and declining engagement.
- Handle cancellation, downgrade, and refund requests with a focus on customer retention.
- Drive upselling and cross-selling across mailboxes, lead data, and sending infrastructure.
- Lead customer onboarding and establish 30-, 60-, and 90-day success plans.
- Monitor account health, campaign performance, and product adoption.
- Conduct quarterly business reviews and build strong relationships with key decision-makers.
- Coordinate customer communication during technical escalations with Support and Engineering.
- Share customer feedback and feature requests with the Product team.
- Maintain accurate CRM records, risk assessments, and expansion pipelines.

Required Skills & Experience





- 5+ years of experience in Customer Success or Account Management within B2B SaaS.
- Proven ownership of customer portfolios with retention and expansion targets.
- Hands-on experience running cold email campaigns and managing outbound pipelines or meeting targets.
- Strong knowledge of Smartlead or similar cold email platforms.
- Experience with tools such as Clay, Apollo, Instantly, or comparable outbound solutions.
- Demonstrated success in improving NRR/GRR and retaining at-risk customers.
- Robust commercial negotiation skills across renewals, pricing, upselling, and cross-selling.
- Ability to analyze revenue, engagement, usage, and campaign performance metrics.
- Excellent written communication and stakeholder management skills.
- Ability to work independently in a remote, async-first environment.

Nice to Have

- Experience working with agencies managing multiple client accounts.
- Familiarity with ChartMogul, PostHog, Pylon, or ClickUp.
- Experience in Slack-first customer success environments.

📌 Customer Success Manager || Remote (India)
🏢 Profex Tech
📍 India