Senior Manager, Customer Success (Mid-Market & SMB) – US Shift
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Job Location:
Monthly Salary:
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
Senior Manager Customer Success (Mid-Market & SMB) US Shift
Location: Bengaluru India
Work Hours: US Shift
Department: Customer Experience
Reports To:GlobalHead 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 acrossSeekOutsMid-Market and SMB customer base. This role managesa team ofCustomer 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 67 CSMssettinga 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 proactivelyidentifyrisk and growth opportunities.
- Establish a disciplined operating cadence including renewal and risk reviews.
Cross-Functional Collaboration
- Partner with Sales onexpansionsand 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 ofpeople-managementexperience 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 toworkUS business hours from India.
Required Experience:
Senior Manager
Key Skills
- Restaurant Experience
- Labor Cost Analysis
- Customer Service
- Communication skills
- Basic Math
- Food Safety Experience
- Management Experience
- Shift Management
- Employment & Labor Law
- Leadership Experience
- P&L Management
- Supervising Experience
About Company
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