This is a remote position. Manager, Customer Success

Our mission is to help small businesses succeed, improve their lives, and create more effective businesses. We automate accounting so business owners and their accountants can spend more time growing and less time dealing with operational hassles. Our SaaS platform automates accounting needs for thousands of online businesses (e-commerce, retail, etc.). If you're passionate about solving real-world problems and lending a hand to the small business communities trying to survive in an ever-changing digital world, join us!

As the Manager, Customer Success at Webgility, you will lead, mentor, and grow our team of Customer Success Specialists. You will be responsible for the team's overall performance in driving value, efficiency, and strong relationships.
Crucially, you will oversee the team's commercial targets, coaching them on how to identify and navigate upsell discussions to drive revenue expansion. You will serve as a key escalation point for critical customer issues and will champion systemic customer needs, collaborating closely with Product, Support, and Sales leadership to drive long-term customer success and company growth.

Webgility prides itself on empowering people, helping them learn, and offering tools for professional growth. Lead, mentor, and manage a team of Customer Success Managers, overseeing their performance, career development, and portfolio health.
Own the team's key performance indicators (KPIs), including renewal rates, upsell/expansion quotas, and customer adoption metrics.
Hire, train,



and onboard new Customer Success Specialists to build a high-performing team.
Analyze team-level customer health data and usage trends to identify risks, opportunities, and strategic insights.
Establish and optimize scalable, cross-functional workflows with Support, Product, and Sales to ensure a seamless customer experience.
Coach CSMs on commercial skills, including identifying expansion opportunities, skillful negotiation, and closing deals.
Serve as the primary internal advocate for the CS team and a key escalation point for critical customer issues.

8-10+ years of experience in Customer Success or a related field, with at least 2-5 years in a people management role leading a CSM team.

- Proven ability to coach, mentor, and develop a team, fostering a collaborative and high-performance environment.
- Exceptional leadership, communication, and interpersonal skills, with the ability to inspire a team and engage with executive-level customers.
- Proven track record of managing a team to meet and exceed commercial targets, including upsell, expansion, and renewal quotas.
- Strong strategic and analytical skills, with a data-driven approach to managing team performance and customer health.




- Deep experience in developing programs and processes to drive product adoption and customer value at scale.
- Experience in designing, implementing, and scaling customer business review (e.g., Demonstrated ability to work cross-functionally and influence senior stakeholders in Product, Support, and Sales.
- Experience in a SaaS environment, preferably serving small business (SMB) or e-commerce clients.

We fully support Remote Working, paid time off, and parental leaves to allow our employees flexibility in an ever-evolving work culture
On-the-Job Training & Development: We encourage learning and growth through access to multiple 1:1 sessions, learning platforms, and on-the-job training
Hardware & Internet: Remote employees get the hardware delivered straight to their doorstep. They are also eligible for reimbursement of the internet services.
Group health insurance with the no-capping model that covers employees, spouses, and children
We honor our employees' accomplishments through thoughtful recognition programs, annual employee awards, annual meet-ups, and celebrate even the smallest of wins
Open-Door Policy: Approachable management, monthly town halls to openly share ideas, a transparent feedback mechanism, and leadership visibility are our success pillars
This position is 100% remote in India, and a reliable internet connection is necessary to complete job duties. This position will require working a full night shift. Indore Office visit every quarter.

📌 Customer Success Manager - Fully remote (India)
🏢 Webgility
📍 India