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Experience: 8+ yrs

Location: Bangalore

As a Sr Manager Customer Success Enterprise, you will lead the strategic orchestration of customer engagement, ensuring that high‑value enterprise clients achieve measurable business outcomes through our SaaS platforms. You will collaborate closely with cross‑functional teams—including product, engineering, and consulting—to 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 long‑term partnerships and elevate the overall customer journey.

Requirements

• Own the enterprise customer lifecycle, from onboarding through renewal, ensuring timely delivery of business value.

• Partner with sales and product teams to define success criteria, scope, and ROI for customer initiatives.

• Lead a high‑performing customer success team, providing coaching, performance metrics, and career development.

• Develop and execute account expansion strategies that grow ARR and deepen technical adoption.

• Conduct data‑driven health score analyses to identify at‑risk accounts and formulate remediation plans.

• Serve as the primary point of contact for escalated technical and business issues, facilitating rapid resolution.

• Collaborate with consulting partners to design and implement IT transformation roadmaps.

• Communicate strategic insights and progress to executive stakeholders through concise reports and presentations.

• Advocate for customer needs in product roadmap discussions, ensuring feature prioritization aligns with enterprise demands.

• Shape and continuously improve best practices, playbooks, and knowledge bases for the customer success function.

• 8+ years of experience managing enterprise customer success or account management in SaaS environments.

• Proven track record of driving revenue growth, expansion, and retention in high‑complexity, multi‑stakeholder engagements.

• Strong analytical mindset with proficiency in data analysis tools and ability to translate metrics into actionable strategies.

• Deep understanding of IT transformation frameworks and experience advising organizations on cloud migration, digitalization, and process automation.

• Excellent communication and presentation skills, adept at influencing C‑level executives and cross‑functional teams.

• Demonstrated leadership ability, building and mentoring high‑performing teams in fast‑paced settings.

• Strategic thinker who can balance short‑term wins with long‑term customer success ambitions.

• Comfortable working in an agile, collaborative environment with remote and distributed teams.

• Strong problem‑solving skills, with a track record of turning complex challenges into simple, sustainable solutions.

• Passion for continuous learning and staying current with industry trends, technologies, and best practices.

Sr Manager Customer sucess Enterprise

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