Customer Success Manager

Customer Success Manager (North America)

Our client is disrupting a tech giant in its core business (think FAANG). They have built a technology that‘s becoming critical infrastructure as AI reshapes how buyers find solutions. They raised one of the largest seed funding round in India.

What You’ll Do

• Own a portfolio of 40-50 B2B customer accounts, primarily in North America, and drive long-term customer success across retention, renewals, and expansion.

• Act as a strategic advisor to customers by understanding their business goals, aligning company’s capabilities to outcomes, and ensuring they realize clear value from the platform.

• Lead onboarding, adoption, engagement, and ongoing account management to drive strong customer health and long-term retention.

• Own renewal conversations and commercial discussions with customers, while also identifying and closing expansion opportunities through upsell and cross-sell motions.

• Run structured, consultative conversations with multiple stakeholders including founders, marketing leaders, growth teams, and revenue owners.

• Monitor account performance, identify risks early, solve issues proactively, and build action plans that improve retention and Net Revenue Retention (NRR).

• Work cross-functionally with product, sales, and operations teams to bring customer feedback into the business and improve the overall customer journey.

What We’re Looking For

• 3+ years of experience in Customer Success, Account Management, or post-sales roles, preferably in B2B SaaS.

• 1+ years of experience managing customers in North America.

• Strong communication skills- you can build trust with customers, lead executive-level conversations, and simplify technical concepts into business value.

• Analytical mindset- you are comfortable interpreting account signals, identifying patterns, spotting risk, and using data to drive decisions and customer conversations.

• Experience owning a book of business and driving outcomes across retention, renewals, and expansion.

• Comfortable managing SMB and mid-market customers, where speed, ownership, and adaptability matter more than heavy process.

• Strong sense of ownership- you do not wait for problems to escalate, you stay ahead of them.

• Ability to thrive in a startup environment where things move fast, ambiguity is real, and building process is part of the job.

You’re a Great Fit If You Have

• 2-5 years of experience in Customer Success, Account Management, or revenue-owning post-sales roles in B2B SaaS.

• Experience carrying a commercial target tied to expansion, renewals, or overall account growth.

• Strong track record of driving NRR through a mix of retention, customer growth, and proactive account management.

• Worked with SMB or mid-market B2B customers and know how to manage relationships where customers expect responsiveness, clarity, and business impact.

• Comfort operating in early-stage or high-growth environments, where playbooks are still evolving and ownership matters more than titles.

• High process discipline with CRM and account planning tools such as HubSpot, Salesforce, Zoho, or similar platforms.

• Excellent English communication skills for engaging confidently with global customers.

• Want to hustle, take ownership, and help build the customer success function in a fast-scaling company.

What Success Looks Like in This Role

• Strong Net Revenue Retention (NRR) performance across your portfolio.

• High renewal rates and low churn through proactive customer management.

• Consistent expansion revenue from identifying upsell and cross-sell opportunities within existing accounts.

• High customer trust, strong engagement, and clear value realization across your account base.

What We Offer

• Accelerators for strong performance- high performers earn more through expansion success and commercial impact.

• A high-quality product solving a real and urgent problem in a fast-emerging category.
• Fast feedback loops- short cycles, real ownership, and the ability to influence customer outcomes directly.

• Career growth- as we scale, top performers can grow into senior CSM, team lead, or broader revenue leadership roles.

• Collaborative, high-performance culture where wins are celebrated and losses are learning moments.

• Flexible work environment with remote options.

Why Join this company

• Ground floor opportunity at a well-funded startup solving a massive, growing problem.

• Competitive compensation with upside tied to customer growth and success

• Work with a product that delivers clear ROI and solves real customer pain.

• Fast-growing company with significant upside and career growth potential.