# Customer Success Manager

**Company:** [Weekday AI](https://jobs.workable.com/companies/pxG9rDgnvZm2c86JUchT1j.md)
**Location:** Bengaluru, India
**Workplace:** on site
**Employment type:** Full-time
**Department:** Weekday's Client via platform

[Apply for this job](https://jobs.workable.com/view/fdfe648d-9912-4e80-b8e0-3ccbb65ea5d9)

## Description

**This role is for one of Weekday’s clients  
Salary range: Rs 800000 - Rs 1800000 (ie INR 8 - 18 LPA)**

  
Min Experience: 6+ years  
Location: Bengaluru  
JobType: full-time

We are looking for an experienced and customer-focused **Customer Success Manager** to build strong, long-term relationships with B2B SaaS customers and drive successful adoption of our products. The ideal candidate will have strong expertise in **B2B SaaS, new product implementations, customer onboarding, renewals, and stakeholder management**.

You will act as a strategic partner to customers, understanding their business objectives, guiding them through product implementations, ensuring continued product adoption, and identifying opportunities to improve retention and account value. This role requires a combination of customer management, project coordination, commercial awareness, and strong communication skills.

## Requirements

Must-Have Skills

-   **B2B SaaS**
-   **New Product Implementations**
-   **Renewals**
-   Customer Success Management
-   Customer Onboarding
-   Stakeholder Management
-   Account Management
-   Product Adoption
-   Retention & Churn Management

Key Responsibilities

-   Own the end-to-end customer success journey, from onboarding and implementation through adoption, ongoing engagement, renewal, and expansion.
-   Manage a portfolio of **B2B SaaS customers**, developing strong relationships with key decision-makers, business users, and operational stakeholders.
-   Lead **new product implementations**, working closely with customers and internal teams to understand requirements, define timelines, coordinate activities, and ensure successful go-live.
-   Develop implementation and onboarding plans aligned with customer objectives and business requirements.
-   Drive product adoption by identifying usage gaps, conducting regular reviews, and educating customers on relevant product capabilities.
-   Establish trusted relationships with senior customer stakeholders and serve as the primary point of contact for strategic accounts.
-   Proactively identify customer risks, address challenges, and coordinate with Product, Engineering, Support, Sales, and Operations teams to resolve issues.
-   Own the **renewal process**, ensuring customers realize measurable value from the product and maintaining strong engagement ahead of renewal cycles.
-   Monitor account health, customer satisfaction, product usage, renewal timelines, and other relevant success metrics.
-   Conduct regular business reviews and provide customers with insights, recommendations, and product updates.
-   Identify opportunities for account growth, cross-sell, and upsell in partnership with the Sales team.
-   Gather customer feedback and translate it into actionable insights for internal Product and Business teams.
-   Maintain accurate customer records, implementation plans, success plans, and account information in relevant CRM and customer success platforms.

Good-to-Have Skills

-   **Team Lead / Team Management** experience
-   Experience managing or mentoring Customer Success Managers or Account Managers
-   Exposure to SaaS implementation or project management methodologies
-   Experience working with enterprise or mid-market customers
-   Familiarity with CRM and customer success platforms
-   Experience handling complex escalations and cross-functional projects

Ideal Candidate

The ideal candidate is a proactive customer advocate with **6–12 years of experience**, including substantial experience in **B2B SaaS customer success**. You should be comfortable managing complex implementations, engaging senior stakeholders, owning renewal conversations, and coordinating multiple internal teams.