Senior Customer Success Manager in India at Jobgether
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Job Description
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Customer Success Manager based in India.
This is a strategic, high-impact customer success role focused on driving measurable value and long-term success for enterprise clients using an AI-powered employee experience platform.
You will manage a portfolio of complex, high-value customers across global markets, acting as a trusted advisor and key partner throughout the customer lifecycle.
The role requires a strong balance of commercial thinking, technical understanding, and executive-level communication skills.
You will be responsible for ensuring adoption, retention, and expansion by aligning product capabilities with customer business objectives.
A key part of your mission will be leading executive business reviews and translating platform usage into clear business outcomes.
You will proactively identify risks and opportunities, ensuring customers achieve sustained value and success.
This role is ideal for a customer-obsessed professional who thrives in enterprise SaaS environments and enjoys building long-term strategic relationships.
- Own a portfolio of enterprise and strategic customers, driving adoption, retention, expansion, and overall customer success outcomes.
- Develop and execute customer success plans aligned with business objectives, ensuring measurable value realization.
- Serve as a trusted advisor to executive and senior stakeholders, building strong long-term relationships across customer organizations.
- Lead Executive Business Reviews (EBRs/QBRs), presenting insights on adoption, ROI, and strategic recommendations.
- Monitor customer health, engagement, and usage trends to proactively identify risks and implement mitigation strategies.
- Drive product adoption by aligning customer goals with platform capabilities and ensuring successful onboarding and usage.
- Collaborate closely with Sales, Product, and Support teams to resolve issues and deliver a seamless customer experience.
- Advocate for customer needs internally, providing feedback to improve product functionality and customer experience.
- Coordinate cross-functional initiatives to ensure successful execution of customer objectives and value delivery.
- 5+ years of experience in Customer Success, Account Management, or similar roles within a B2B SaaS environment.
- Proven experience managing enterprise customers, ideally across North America or Europe markets.
- Strong track record of driving customer retention, expansion, and long-term value realization.
- Experience conducting Executive Business Reviews (EBRs/QBRs) and engaging senior-level stakeholders.
- Strong commercial acumen with the ability to connect product usage to business outcomes and ROI.
- Technical curiosity with the ability to understand integrations, product capabilities, and customer use cases.
- Excellent communication and presentation skills, with the ability to influence both technical and non-technical audiences.
- Highly proactive mindset with strong ability to identify risks, opportunities, and drive outcomes independently.
- Strong problem-solving skills with the ability to navigate complex enterprise environments.
- Bachelor’s degree in Business, Marketing, or related field preferred; advanced degree is a plus.
- Comfortable working in structured enterprise SaaS environments with global stakeholders.
- Willingness to work night shifts when required to support global customers.
- Competitive salary with performance-based incentives
- Comprehensive health, dental, and medical benefits
- Flexible and remote-friendly work arrangements (role-based model)
- Opportunity to work with global enterprise customers across US and EU markets
- Strong focus on career growth and professional development
- Exposure to a leading AI-powered enterprise SaaS platform
- Collaborative, innovation-driven work culture
- Opportunity to influence product direction through customer advocacy.