About the role
๐ง๐ต๐ถ๐ ๐ฟ๐ผ๐น๐ฒ ๐ถ๐ ๐ณ๐ผ๐ฟ ๐ผ๐ป๐ฒ ๐ผ๐ณ ๐๐ต๐ฒ ๐ช๐ฒ๐ฒ๐ธ๐ฑ๐ฎ๐'๐ ๐ฐ๐น๐ถ๐ฒ๐ป๐๐
๐ฆ๐ฎ๐น๐ฎ๐ฟ๐ ๐ฟ๐ฎ๐ป๐ด๐ฒ: ๐ฅ๐ ๐ฎ๐ฌ๐ฌ๐ฌ๐ฌ๐ฌ๐ฌ - ๐ฅ๐ ๐ฏ๐ฎ๐ฌ๐ฌ๐ฌ๐ฌ๐ฌ (๐ถ๐ฒ ๐๐ก๐ฅ ๐ฎ๐ฌ-๐ฏ๐ฎ ๐๐ฃ๐)
Experience: 8+ yrs
Location: Bangalore
As a Sr Manager Customer Success Enterprise, you will lead the strategic orchestration of customer engagement, ensuring that highโvalue enterprise clients achieve measurable business outcomes through our SaaS platforms. You will collaborate closely with crossโfunctional teamsโincluding product, engineering, and consultingโto translate complex IT transformation goals into actionable success plans, driving adoption, expansion, and retention. Your role will be pivotal in shaping a consultative customer experience, leveraging analytical insights to forecast churn risks, identify upsell opportunities, and continuously improve service delivery. By championing a culture of proactive support and value realization, you will help secure longโterm partnerships and elevate the overall customer journey.
Requirements
๐๐ฒ๐ ๐ฅ๐ฒ๐๐ฝ๐ผ๐ป๐๐ถ๐ฏ๐ถ๐น๐ถ๐๐ถ๐ฒ๐
โข Own the enterprise customer lifecycle, from onboarding through renewal, ensuring timely delivery of business value.
โข Partner with sales and product teams to define success criteria, scope, and ROI for customer initiatives.
โข Lead a highโperforming customer success team, providing coaching, performance metrics, and career development.
โข Develop and execute account expansion strategies that grow ARR and deepen technical adoption.
โข Conduct dataโdriven health score analyses to identify atโrisk accounts and formulate remediation plans.
โข Serve as the primary point of contact for escalated technical and business issues, facilitating rapid resolution.
โข Collaborate with consulting partners to design and implement IT transformation roadmaps.
โข Communicate strategic insights and progress to executive stakeholders through concise reports and presentations.
โข Advocate for customer needs in product roadmap discussions, ensuring feature prioritization aligns with enterprise demands.
โข Shape and continuously improve best practices, playbooks, and knowledge bases for the customer success function.
๐ช๐ต๐ฎ๐ ๐ ๐ฎ๐ธ๐ฒ๐ ๐ฌ๐ผ๐ ๐ฎ ๐๐ฟ๐ฒ๐ฎ๐ ๐๐ถ๐
โข 8+ years of experience managing enterprise customer success or account management in SaaS environments.
โข Proven track record of driving revenue growth, expansion, and retention in highโcomplexity, multiโstakeholder engagements.
โข Strong analytical mindset with proficiency in data analysis tools and ability to translate metrics into actionable strategies.
โข Deep understanding of IT transformation frameworks and experience advising organizations on cloud migration, digitalization, and process automation.
โข Excellent communication and presentation skills, adept at influencing Cโlevel executives and crossโfunctional teams.
โข Demonstrated leadership ability, building and mentoring highโperforming teams in fastโpaced settings.
โข Strategic thinker who can balance shortโterm wins with longโterm customer success ambitions.
โข Comfortable working in an agile, collaborative environment with remote and distributed teams.
โข Strong problemโsolving skills, with a track record of turning complex challenges into simple, sustainable solutions.
โข Passion for continuous learning and staying current with industry trends, technologies, and best practices.