Senior Customer Success Manager

Role Overview

This is one of the most critical post-sale hires for the organization. In this role, you will serve as the architect and first operations leader for the Customer Success function. You will design and implement the complete post-sale operating system, including the customer journey, data and tooling infrastructure, lifecycle playbooks, and product feedback loops that directly improve retention, expansion, and product development.

You will work closely with the CEO and Customer Success leadership team while supporting more than 1,200 clients. The role requires a strong focus on reducing time-to-value, improving customer outcomes, and establishing measurable operational processes. Since there will be no dedicated team initially, you will be expected to build the systems and processes before scaling or delegating them.

Key ResponsibilitiesCustomer Journey Design

Own the complete customer lifecycle, from sales handoff and onboarding to activation, renewal, and expansion.

Define clear and measurable activation milestones linked to meaningful customer outcomes.

Identify opportunities to improve the customer experience and accelerate time-to-value.

Systems and Tooling Ownership

Select, implement, and manage the Customer Success technology stack, including HubSpot, Amplitude, ticketing systems, and internal orchestration tools.

Build dashboards to track customer engagement, product usage, retention, and expansion.

Configure proactive alerts through platforms such as Slack to identify usage drops, customer risks, and renewal concerns.

Playbooks and Lifecycle Operations

Convert informal and inconsistent processes into structured, repeatable playbooks.

Develop playbooks for onboarding, business reviews, renewals, expansion, and customer risk management.

Design trigger-based workflows to ensure that Customer Success Managers follow consistent, high-quality processes.

Retention and Expansion Operations

Define and manage end-to-end renewal and expansion processes.

Implement structured 120-, 90-, 60-, and 30-day renewal workflows.

Establish clear upsell triggers and reporting mechanisms.

Track and report key metrics, including Net Revenue Retention, expansion ARR, renewal performance, and churn drivers.

Customer Health Scoring

Build and maintain a weighted customer health score using inputs such as

Product usage.

WhatsApp engagement.

Campaign performance.

NPS and customer feedback.

Support activity and account engagement.

Develop systems that help identify potential churn risks before they impact retention.

Product Feedback Loop

Establish a structured process for capturing customer feedback from calls, surveys, support interactions, and CRM records.

Create consistent tagging and categorization methods for customer insights.

Build a recurring feedback pipeline to share meaningful trends with Product and Founders.

Ensure that customer insights contribute to product prioritization and roadmap decisions.

Internal Enablement

Build and maintain the Customer Success knowledge base.

Develop playbooks, templates, troubleshooting guides, and process documentation.

Conduct enablement sessions for Customer Success Managers, Account Executives, and Support teams.

Train internal teams on customer positioning, workflows, tools, and data usage.

What We’re Looking For

5+ years of experience in Customer Success Operations, Revenue Operations, or Customer Success leadership within a B2B SaaS organization.

At least 2 years of experience in an operations-focused, analytical, or systems-oriented role.

Proven experience building Customer Success infrastructure from the ground up, including

Customer health scoring.

Lifecycle playbooks.

Customer segmentation models.

Renewal and expansion workflows.

Strong data analysis skills, with the ability to interpret product usage data, CRM records, survey results, and customer trends.

Ability to convert data insights into clear actions for Customer Success teams and leadership.

Hands-on experience with Customer Success platforms such as Gainsight, ChurnZero, Planhat, or similar tools.

Experience configuring and integrating CRM and Customer Success systems rather than only using them.

Demonstrated success in improving Gross Revenue Retention or Net Revenue Retention.

Ability to clearly explain the strategies, processes, and initiatives that contributed to improved retention or expansion.

Experience creating and managing structured product feedback processes that have influenced product improvements or roadmap decisions.

Excellent cross-functional communication and stakeholder management skills.

Confidence working with senior leaders, presenting retention data to the CEO, improving sales handoffs, and influencing Product teams through structured customer insights.

Self-directed, resourceful, and comfortable working in a seed-stage environment.

Willingness to build processes independently before hiring or managing a larger operations team.

Familiarity with Indian enterprise customer dynamics, particularly in the BFSI or D2C sectors, is an advantage.

Pay

₹378,000.00 - ₹1,710,000.00 per year

Benefits

Flexible schedule

Paid sick time

Paid time off

Provident Fund

Work Location

In person