Senior Manager, Customer Success (Mid-Market & SMB) – US Shift
Location: Bengaluru, India
Work Hours: US Shift
Department: Customer Experience
Reports To: Global Head of Customer Experience
Role Overview
The Senior Manager, Customer Success (Mid-Market & SMB) – US Shift is a senior, customer-facing leadership role responsible for driving retention, adoption, and expansion across SeekOut’s Mid-Market and SMB customer base. This role manages a team of Customer Success Managers (CSMs) and owns both execution excellence and Customer Success program strategy for a high-volume, fast-moving segment.
Key Responsibilities
Mid-Market & SMB Customer Success Ownership
- Own Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) for Mid-Market and SMB customers.
- Drive consistent execution across onboarding, adoption, value realization, renewals, and expansion.
- Personally engage in executive-level customer conversations for high-risk renewals and strategic accounts.
- Partner with Sales on renewal strategy, pricing discussions, and expansion opportunities.
Customer-Facing Leadership & Coaching
- Lead, coach, and develop 6–7 CSMs, setting a high bar for customer engagement and accountability.
- Act as a player-coach, modeling best-in-class discovery, value articulation, and renewal execution.
- Review and elevate customer success plans, QBR/EBR narratives, and renewal strategies.
- Drive hiring, onboarding, performance management, and career progression for the team.
CS Program Strategy & Scale
- Strategize, design, and launch new Customer Success programs to improve retention, adoption, and efficiency.
- Pilot programs with clear success criteria and convert winning pilots into repeatable playbooks.
- Partner with CS Ops to instrument programs through CRM and Customer Success tooling.
Operational Rigor & Forecasting
- Own renewal forecasting, churn-risk management, and revenue predictability.
- Use customer data and usage signals to proactively identify risk and growth opportunities.
- Establish a disciplined operating cadence including renewal and risk reviews.
Cross-Functional Collaboration
- Partner with Sales on expansions and account strategy.
- Provide structured customer feedback to Product to influence roadmap prioritization.
- Collaborate with Marketing and GTM teams on customer education initiatives.
Required Qualifications
- 12+ years of experience in Customer Success, Account Management, or related B2B SaaS roles.
- 5+ years of people-management experience leading Customer Success teams.
- Proven progression as an individual CSM, Team Lead, and Manager at a reputed SaaS company.
- Strong customer-facing credibility with executive-level engagement and renewal ownership.
- Willingness and ability to work US business hours from India.