Customer Success Manager

• Lead, mentor, and manage a team of Customer Success Managers/Executives
• Set clear goals, KPIs, and performance benchmarks for the team
• Conduct regular 1:1s, performance reviews, and coaching sessions
• Build scalable customer success processes, playbooks, and best practices
• Drive team efficiency and ensure consistent customer experience across accounts Customer Ownership & Growth
• Own key strategic or enterprise customer accounts
• Oversee customer onboarding, adoption, renewals, and expansion strategies
• Conduct Quarterly Business Reviews (QBRs) with key customers
• Proactively identify churn risks and lead retention initiatives
• Partner with Sales and Account Management teams on upsell and cross-sell opportunities Cross-Functional Collaboration
• Act as the voice of the customer internally
• Work closely with Product, Engineering, Sales, and Support teams to address customer feedback and feature requests
• Align customer success strategy with company goals and product roadmap Metrics & Reporting
• Track and report key customer success metrics: retention, churn, NPS, CSAT, adoption, and revenue expansion
• Use data and insights to improve customer experience and team performance
• Present customer success insights and performance updates to leadership

• 5–7 years of experience in Customer Success, Account Management, or Client Services
• Minimum 2–3 years of experience in a people management or team lead role
• Strong experience managing mid-market or enterprise customers
• Excellent stakeholder management and communication skills
• Proven ability to build and scale customer success processes
• Experience with CRM and CS tools (Salesforce, HubSpot, Gainsight, Zendesk, etc.)
• Strong analytical and problem-solving mindset Preferred Qualifications
• Experience in B2B SaaS or technology-driven organizations
• Experience handling renewals, negotiations, and commercial discussions
• Exposure to global customers and cross-functional teams
• Familiarity with automation, dashboards, and customer health scoring models

Why Work With Us?

• Accelerated Career Growth – Fast-track your way into leadership roles with a clear growth path.
• Challenging Work Environment – Collaborate with large enterprises and solve complex technology problems.
• Career Flexibility – Explore transitions into roles like Product Manager and beyond.
• Supportive Culture – Work with a friendly, approachable team and management that values people.
• Founder-Led Exposure – Get a front-row seat to the startup journey and work closely with the founding team.
• Sharpen Customer-Centric Skills – Gain hands-on experience and build strong customer-facing and problem-solving skills.
• Hands-On Innovation – Be directly involved in AI bot creation, prompt engineering, and cutting-edge customer engagement solutions.