As a Senior Customer Success Manager, you will own a portfolio of Almabase's most strategic and high-value enterprise customers. You will work closely with senior stakeholders on the customer side, drive measurable outcomes, and play a key role in improving our customer success playbooks and processes.

Work Location We expect all team members to work from the Bangalore office. We follow a hybrid work policy, requiring you to work from the office at least 2 days per week, and atleast 3-4 days during onboarding (first 3 months).

KPIs: onboarding (CSAT and time to first value), account retention, customer health, revenue expansion (influence), product adoption, and building advocates (Retention is a shared accountability with the Account Manager)

Own the complete post-sales customer journey for a portfolio of Almabase's largest and most complex enterprise customers (Onboarding → Adoption → Retention → Advocacy)

Become a trusted advisor to senior stakeholders (Directors, VPs), helping them achieve measurable alumni engagement and fundraising outcomes. Drive product adoption and customer outcomes by deeply understanding customer workflows, enabling customers through onboarding, training, and workshops, and solving complex use cases using the Almabase product

Drive a structured engagement cadence, including regular check-ins and strategic business reviews (QBRs) focused on outcomes, ROI, and long-term alignment

Own customer health and retention strategy — proactively identify risks, drive mitigation plans, and partner with the Account Manager to support successful renewals

Identify and strategically position expansion opportunities within your accounts, and partner with the Account Manager to drive these opportunities forward

Identify patterns across customers and contribute to improving customer success playbooks, processes, and product feedback loops

Mentor and support other Customer Success Managers through call reviews, deal strategy discussions, and best practice sharing

Collaborate with the Marketing team to build customer advocacy through case studies, testimonials, referrals, and community participation

Proactively leverage AI to improve customer outcomes, streamline workflows, and scale customer success processes

An independent Customer Support team is responsible for responding to customers' questions while using the product. As a Sr CSM,



you are expected to be a strategic consultant to your portfolio of customers, helping them achieve their business outcomes with Almabase.

3+ years of experience in B2B SaaS Customer Success roles, with at least 1 year working with US-based customers, managing communication and expectations across time zones

- Strong problem-solving skills with a technical and analytical aptitude, and the ability to quickly understand and adapt to complex software products and their nuances
- Demonstrated ability to manage customer outcomes — including driving adoption, improving customer health, and supporting retention and expansion
- Proven experience working with multiple stakeholders within customer accounts, navigating complexity, and driving alignment
- Hands-on experience leveraging AI tools (such as ChatGPT, Perplexity, Gamma, Canva, Zapier AI, N8N) to improve workflows, enhance customer interactions, or scale processes

Experience with customer success software or CRM (like HubSpot) would be helpful. We use Hubspot.

Experience in a multi-product B2B SaaS environment.

Startup or high-growth company experience.

These will focus on driving customer outcomes, improving account health, and identifying growth opportunities.

Onboarding: You will own the onboarding experience for recent enterprise customers in your portfolio. While the implementation team will complete the technical setup, you will ensure customers are successfully enabled, their intended programs are launched, and they achieve time to first value

Renewals are owned by the Account Manager. As the CSM, you will own customer health and risk mitigation — proactively identifying risks, driving mitigation plans, and partnering with the Account Manager by providing strategic context, stakeholder insights, and potential blockers to ensure successful renewals

Expansion: You will identify and strategically position expansion opportunities within your accounts by uncovering unmet needs and use cases. You will partner with the Account Manager to move these opportunities forward once intent is established





You will also identify and nurture advocates through case studies, referrals, references, and community participation

Build strong, trust-based relationships with both champions and senior stakeholders (Directors, VPs), with the ability to influence conversations through strong executive presence and communication

Demonstrate a strong ownership mindset — take end-to-end responsibility for customer outcomes, including navigating ambiguity and building structure where processes are still evolving

Effectively manage complex enterprise accounts with multiple stakeholders, while staying disciplined, organized, and able to prioritize across a dynamic portfolio

Gain hands-on familiarity with the Almabase platform through structured training and sandbox access, with the goal of understanding how different modules solve real customer use cases

Shadow experienced CSMs on customer calls to learn how we run onboarding, drive adoption, and handle customer conversations

Begin managing a small set of accounts, focusing on onboarding support, understanding customer workflows, and building initial relationships

Get familiar with existing customer success playbooks and processes, and understand how we currently manage onboarding, engagement, and retention

Start building relationships across teams (CS, Onboarding, Support, Product, Customer Experience) to understand how we collaborate and resolve customer issues

Take full ownership of a portfolio of enterprise customers, including driving onboarding outcomes, engagement, and adoption

Start leading customer conversations independently, including check-ins and QBRs, with support and feedback from your manager

Identify early signals of customer risk and begin proactively working on mitigation plans in collaboration with the Account Manager

Continue building cross-functional relationships and effectively collaborate to resolve customer issues and drive outcomes

Confidently manage a portfolio of complex enterprise accounts, including high-impact and high-risk customers

Identify and strategically position expansion opportunities, partnering effectively with the Account Manager

Mentor other CSMs through call reviews, best practice sharing, and helping elevate overall team quality

Proactively identify patterns across customers and contribute to improving customer success playbooks, processes, and product feedback loops.

📌 Senior Customer Success Manager (Hybrid) (Bengaluru)
🏢 Almabase
📍 Bengaluru