Customer Success Manager

Role: CSM (Customer Success Manager)

Location: Chandigarh Region (Hybrid)

Work Mode: Onsite/Hybrid

Experience Required: 2-4 Years (Minimum 2+ Years SaaS / IT Services – US & Europe Region

Preferred)

Role Overview

We are looking for a performance-driven and commercially strong Customer Success

Manager (CSM) who can manage client relationships while actively driving revenue growth

through upselling, cross-selling, and account expansion opportunities.

Upsell and Account Expansion is a primary Key Result Area (KRA) for this role.

The ideal candidate must have hands-on experience with HubSpot (CRM) and Zendesk

(Support & Ticket Management) and should be capable of maximising customer lifetime

value, improving product adoption, and reducing churn.

Key Responsibilities

1. Revenue Growth & Upselling (Primary KRA)

 Identify upsell and cross-sell opportunities within existing accounts.

 Drive plan upgrades (monthly to quarterly to annual).

 Recommend higher-tier solutions based on client usage and business needs.

 Present value-driven proposals and pricing justifications.

 Track and achieve upsell and revenue expansion targets.

 Maintain upsell forecasting and pipeline tracking in HubSpot CRM.

• Account Management & Retention  Manage a portfolio of assigned client accounts (US & Europe region).  Build strategic relationships with key stakeholders.  Conduct regular business review and engagement calls.  Monitor customer health metrics and proactively reduce churn.  Act as the primary escalation point for clients.
• Onboarding & Product Adoption  Lead onboarding sessions and product demonstrations.  Drive feature adoption and client engagement.  Improve onboarding documentation and workflows.  Ensure clients derive measurable value from the platform.
  
  

4. Support & Issue Resolution

 Manage and resolve tickets using Zendesk.

 Maintain accurate client data and activity logs in HubSpot.

 Coordinate with Technical and Product teams for issue resolution.

 Ensure SLA adherence and high customer satisfaction (CSAT).

Key Performance Indicators (KPIs)

 Upsell & Expansion Revenue

 Renewal Rate

 Churn Reduction

 Product Adoption Rate

 Customer Health Score

 Ticket Resolution Time & CSAT

Required Skills & Experience

 Minimum 2+ years of experience in Customer Success (SaaS/IT Services).

 Strong track record of achieving upsell and expansion targets.

 Experience managing US / European clients.

 Hands-on experience with HubSpot CRM and Zendesk.

 Experience In API-based SaaS Products Preferred.

 Strong commercial acumen and negotiation skills.

 Excellent communication and presentation skills.

Qualification Required

MBA in Sales/ Sales & Marketing/ or Degree in related field