Position: Customer Success Manager
Location: Bengaluru / Gurugram
Working Days: Monday to Saturday
Experience Required: 1 - 2 years
The Role
We are looking for a Customer Success Manager who thinks about revenue first. You will own customer outcomes, ensuring clients not only stay but grow. This is not a support role; it is a growth role. You will drive adoption, expansion, and retention across our portfolio of D2C and e-commerce brands.
Key Metrics
- Net Revenue Retention: Maintain >100% through cross-sells, upsells, and adoption.
- Revenue Realization: Ensure billing hygiene and predictable cash flows.
- Account Retention: Minimize churn through proactive engagement.
- Product Adoption: Drive feature usage and deepen value delivery.
Key Responsibilities
- Customer Onboarding and Account Growth
- Lead smooth onboarding for new accounts and ensure early success.
- Identify opportunities for upsell or cross-sell based on customer usage and goals.
- Collaborate with founders and sales to grow account revenue.
- Relationship Management and Retention
- Conduct monthly reviews with key accounts to surface wins and gaps.
- Maintain a deep understanding of customer business goals and align product value accordingly.
- Proactively identify churn risks and execute recovery plans.
- Adoption and Enablement
- Educate customers on new features and AI use cases to drive adoption.
- Build advocacy by driving success stories, testimonials, and case studies.
- Partner with marketing to co-create webinars, product showcases, and user stories.
- Revenue Operations and Reporting
- Track usage, retention, and billing metrics for each account.
- Maintain accurate forecasting and ensure timely renewals and payments.
- Provide structured feedback loops to product and growth teams.
Who You Are
You have a revenue-first mindset and get energy from growth numbers. You have managed accounts in a SaaS environment and understand client lifecycles. You love solving problems and spotting upsell opportunities before anyone else. You communicate clearly, think analytically, and act fast. You believe in ownership, not waiting for instructions.
Must-Have Skills
- Strong communication (written and verbal).
- Customer relationship management.
- Analytical problem solving.
- Project and stakeholder management.
- Data-driven decision-making.
Culture and Perks
- Once-a-year international offsite.
- High-trust, action-biased environment.
- Work directly with founders and leadership.
- Ownership of experiments from idea to revenue.
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