Customer Success Manager – SaaS (US Clients)

Experience:
6–8 years | Type: Full time |

Location:
Hyderabad office, aligned with US business hours Role Overview We’re looking for an experienced Customer Success Manager to own the full journey for our US-based SaaS clients, from onboarding and implementation through adoption, retention and growth. You’ll lead client conversations, run onboarding projects, resolve escalations and help customers achieve measurable business outcomes.

Key Responsibilities
Onboarding & Implementation
• Own onboarding from sales handover through go-live and post-launch stabilization.
• Build onboarding plans with clear milestones, owners, timelines and success criteria.
• Coordinate configuration, data migration and integrations with internal teams.
• Lead kickoffs, demos, workflow sessions and user training; flag risks early and confirm go-live readiness. Relationship Management
• Act as primary relationship owner for a portfolio of US clients, from admins to decision-makers.
• Build success plans that tie product usage to client business goals.
• Run regular check-ins and business reviews, and keep account records, commitments and health status current. Adoption & Value
• Monitor usage, drive adoption plans for under-engaged accounts and deliver refresher training.
• Help customers set measurable goals and show the value they get from the platform.



Escalations
• Own customer issues end to end, coordinating with Support, Product and Engineering.
• Communicate clearly, set realistic expectations and rebuild confidence after service issues.
• Spot recurring problems and recommend fixes. Retention & Growth
• Identify churn signals early and run recovery plans.
• Drive renewal readiness with commercial teams and surface upsell/cross-sell opportunities.
• Build advocacy through references, testimonials and case studies. Internal Collaboration
• Represent the voice of the customer in product and process discussions.
• Ensure clean handovers with Sales and improve playbooks, training material and knowledge base content.
• Report on portfolio health, adoption, renewal risk and satisfaction. Requirements
• Bachelor’s degree or equivalent professional experience.
• 6–8 years in SaaS Customer Success, account management or implementation.
• Proven experience independently managing US clients, including onboarding, training and go-live.
• Excellent spoken and written English: able to lead meetings, present and handle sensitive conversations.
• Track record managing multiple accounts and projects at once, handling escalations and supporting renewals.
• Strong project management, problem-solving, negotiation and stakeholder management skills.

📌 Customer Success Manager (Hyderabad)
🏢 Edvak EHR
📍 Hyderabad