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 Have2-5 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 OfferAccelerators 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 companyGround 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.