Senior Manager Customer Success

Senior Customer Success Manager (Graphy Inc., On-site)

Location: Domlur, Bengaluru.

Team: Customer Success & Key Account Manager

Experience: 4–7 years

Type: Full-time

About the Role

We are looking for a Senior Customer Success Manager (Sr. CSM) to strengthen and scale our Customer Success function. In this mid-senior role, you will guide a team of Customer Success Managers and Key Account Managers, support account strategy, and ensure long-term customer satisfaction, retention, and expansion. This role requires strong customer understanding, team coordination skills, and the ability to operate strategically in a fast-paced, SaaS-first environment.

Key Responsibilities:

Team Management & Support

• Guide, mentor, and support a team of CSMs and Key Account Managers.
• Help drive team performance, capability building, and process adherence.
• Support the team in meeting retention, renewal, NPS, and account growth goals.
• Promote a collaborative, ownership-driven, customer-centric culture.

Customer Relationship Ownership

• Oversee strategic and high-impact customer accounts.
• Support the team in handling escalations, complex use cases, and customer queries.
• Participate in executive-level business reviews (QBRs/MBRs) with key accounts.
• Build long-term customer relationships that drive value, satisfaction, and advocacy.

Customer Success Operations & Strategy

• Contribute to improving customer success processes across onboarding, adoption, retention, and expansion.
• Monitor customer risks and coordinate proactive action plans.
• Drive renewals and expansions in collaboration with Sales & Revenue teams.
• Support creation of segment-based engagement playbooks and best practices.

Cross-Functional Collaboration

• Work closely with Product, Engineering, Sales, and Marketing teams to share customer insghts.
• Represent customer needs internally to influence product improvements.
• Collaborate with Sales for smooth handoffs and expansion opportunities.

Analytics, Reporting & Forecasting

• Monitor customer health scores, usage analytics, and churn indicators.
• Provide regular insights and updates to internal stakeholders.
• Track CS KPIs such as NRR, GRR, adoption, activation timelines, and usagetrends.

Requirements

• Bachelor’s degree in Business, Marketing, Technology, or a related field.
• 4–7 years of experience in Customer Success or Account Management.
• Experience working in SaaS is a must.
• 1–2 years of team mentoring experience (CSMs, Account Managers, Key Accounts).
• Proven success in managing enterprise/high-value accounts, renewals, and expansions.
• Strong communication, stakeholder management, and interpersonal skills.
• Analytical mindset with experience in CS tools (Gainsight, HubSpot, Zoho, Intercom, etc.).
• Strong prioritisation skills and ability to work in a fast-paced environment.