Senior Customer Success Manager (South Zone)

Who we are

Founded in 2014 by Richa Singh and Puneet Manuja, YourDOST is one of India's first and largest holistic emotional wellness organisations. We help corporations, colleges and government organisations build resilient communities.

We are enabling leading corporates including, CK Birla Group, UpGrad, and educational institutions like IIT Madras, IIT Delhi, and IIM Bangalore to name a few. We believe in using a three-pronged approach for building a holistic emotional wellness program - Awareness, Training, and Individual Counseling.

We work with them through awareness modules, self-help tools, 1on1 counseling intervention, and organisation-level diagnostic and reporting.

Our offerings include Product Led Engagement, Assessments, 24x7 Instant Connect With Qualified Therapists, Leadership Programs, Manager Training and much more. We have partnered with 500+ clients including Corporates, Educational Institutions, and Government organisations counseling over 20 lakh Indians to date.

To learn more about us please visit www.yourdost.com

About the role

This is a senior leadership role within the Customer Success function at YourDOST. You will handle significant business across a defined zone, lead a team of 5–7 CSMs, and hold full accountability for retention, revenue growth, and new business development within your accounts. You are the strategic point of contact for CHROs, CEOs, Directors, Deans, and VCs, and the commercial and relationship anchor for your zone.

This role goes beyond account management. You will drive expansion revenue, enable your team to sell and grow independently, and be the person leadership turns to when they want to know the pulse of your zone.

What You Will Do

Account Leadership

• Own retention, renewals, upsell, and cross-sell across your full portfolio; you are accountable for the revenue number in your zone.
• Build and maintain senior stakeholder relationships (CHROs, CEOs, Directors, Deans, VCs); be trusted, not just transactional.
• Lead high-stakes client conversations, report walkthroughs, issue resolution, and strategic reviews, always with a solution-first approach.
• Identify and convert new business opportunities from existing client relationships and your network of past clients.
• Handle escalations with maturity, speed, and communication that restores confidence.
• Manage client launches, product demos, and onboarding for new accounts in your zone.
• Create compelling proposals, renewal decks, and business cases tailored to each client's context.
• Report red flags sensitively and early, to clients and internally.

Team Leadership

• Lead, develop, and retain a team of 2-3 CSMs; own their performance, growth, and culture.
• Set clear expectations, review performance regularly, and give honest, constructive feedback.
• Manage team conflicts with fairness and decisiveness.
• Enable your team to handle senior stakeholder conversations and commercial discussions independently over time.

Commercial & Strategic

• Drive sales enablement within your team; build their ability to identify and close expansion opportunities.
• Stay ahead of market trends, competitor moves, and industry benchmarks; bring this intelligence to client conversations and internal strategy.
• Collaborate with Product, Clinical, Sales, and TA teams to deliver the best outcomes for clients.
• Travel across your zone as required to maintain relationships and drive outcomes.

What We Are Looking For

Must-haves:

• 5+ years of proven experience managing senior client relationships at CHRO/CEO/Dean level, with a track record of retention and revenue growth.
• Experience independently leading and developing a team of 5+ members.
• Strong commercial instinct; you can identify opportunities, build a case, and close.
• Consultative communication; you listen, diagnose, and recommend, you don't just report.
• Ability to work across corporate and campus segments simultaneously.
• Comfortable with data; you make decisions based on evidence, not assumptions.
• Excellent written and verbal communication.

Good to have:

• Familiarity with the mental health, wellness, or tech landscape.
• Experience managing a distributed or zonal team.
• Exposure to sales enablement or revenue operations.
• Proficiency in Excel, PowerPoint, and CRM tools.
• Proficiency in South Indian languages.

What You'll Bring to the Role

• Senior stakeholder management
• Commercial acumen and revenue ownership
• Team leadership, coaching, and conflict management
• Consultative problem-solving
• Data analysis and insight-driven communication
• Negotiation and persuasion
• Proposal and presentation design
• Cross-functional collaboration
• Sales enablement

Who You Are

• You lead from the front; your team looks to you for direction, not just approval.
• You treat client success as your own success; a lost account is personal.
• Empathetic with clients, direct with your team, and honest with leadership.
• You are proactive about problems; you surface red flags before they become crises.
• Resilient under pressure, adaptable when the situation changes.
• Genuinely passionate about mental health and what YourDOST is building; this isn't just a Senior Manager - Customer Success role, it is an impact role.

Why This Role

The accounts you retain, the revenue you grow, the team you develop, and the new relationships you build, all of it compounds directly into YourDOST's ability to reach more people who need mental health support. If you want a role where your commercial output and your sense of purpose are the same thing, this is it.

What We Offer

• 5-day work week
• Health insurance coverage for you and your family's well-being.
• Access to YourDOST's mental health and wellness services for you and your loved ones.
• An inclusive, growth-oriented culture focused on learning, collaboration, and impact.
• Opportunity to work with a mission-driven organization focused on emotional wellbeing.