Customer Success Manager (B2B SaaS)

Office Location: HSR Layout, Bengaluru Experience Required: 2-5 Years Max Notice Period: 30 Days Outstation Candidates Allowed Role & Responsibilities What you will do Account Strategy: Develop and execute strategic account plans with clear goals, growth objectives, and success metrics. Lead quarterly business reviews with senior stakeholders to evaluate performance and identify new opportunities. Collaborate cross-functionally to ensure seamless delivery and alignment with client priorities. Forecast and track key account metrics, including revenue, retention, and satisfaction. Relationship Building: Build deep, trusted partnerships with senior stakeholders across top accounts. Proactively engage to understand evolving business needs and strategic priorities. Strengthen credibility through insight-driven recommendations and consistent follow-through. Revenue Generation: Identify and execute upselling and cross-selling opportunities to drive account expansion. Lead contract negotiations to maximize revenue, profitability, and long-term value. Partner with leadership to shape commercial strategy and account growth plans. Customer Success: Guide clients through their journey from activation to adoption, growth, and advocacy. Monitor account health and address risks proactively. Collaborate with internal teams to deliver a world-class customer experience and champion client needs internally. Market Intelligence: Stay informed on industry trends, competitor movements, and customer insights. Leverage market data to refine account strategies and uncover growth opportunities. Ideal Candidate Strong Key Account Management / Customer Success Profiles Mandatory (Experience) – Must have 3+ years of hands-on experience in Key Account Management / Customer Success, with atleast 2+ years in managing complex, high-value client relationships and delivering measurable growth/retention targets. Mandatory (Tech skill 1) – Must have strong commercial acumen, negotiation, and strategic problem-solving, with a clearly analytical, data-driven approach to managing accounts. Mandatory (Tech skill 2): Must have proven experience in renewals, retention, upsell, cross-sell, and expansion within assigned accounts Mandatory (Tech skill 3): Must have experience handling contract renewals, pricing discussions, and negotiation ownership Mandatory (Tech skill 4) – Must have startup / lean-team experience and demonstrated ability to handle high pace and high account volume Mandatory (Tech skill 5) – Proficiency with CRM tools, project management, and data analysis. Mandatory (Company) – B2B SaaS companies. Candidates with solid hands on experience in customer retention / account expansion for D2C e-commerce brands will be considered irrespective of the SaaS company background Preferred (Background) – Engineering / technical background, or strong technical fluency explicitly valued by the client Preferred (Functions) – Hands-on with QBRs, account strategy/forecasting (revenue, retention, satisfaction), and upsell/cross-sell-led account expansion.