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.

2. 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.

3. 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