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Senior Manager, Customer Success (Mid-Market & SMB) – US Shift

Location: Bengaluru, India
Work Hours: US Shift
Department: Customer Experience
Reports To: Global Head of Customer Experience

Role Overview

The Senior Manager, Customer Success (Mid-Market & SMB) – US Shift is a senior, customer-facing leadership role responsible for driving retention, adoption, and expansion across SeekOut’s Mid-Market and SMB customer base. This role manages a team of Customer Success Managers (CSMs) and owns both execution excellence and Customer Success program strategy for a high-volume, fast-moving segment.

Key Responsibilities

Mid-Market & SMB Customer Success Ownership

• Own Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) for Mid-Market and SMB customers.

• Drive consistent execution across onboarding, adoption, value realization, renewals, and expansion.

• Personally engage in executive-level customer conversations for high-risk renewals and strategic accounts.

• Partner with Sales on renewal strategy, pricing discussions, and expansion opportunities.

Customer-Facing Leadership & Coaching

• Lead, coach, and develop 6–7 CSMs, setting a high bar for customer engagement and accountability.

• Act as a player-coach, modeling best-in-class discovery, value articulation, and renewal execution.

• Review and elevate customer success plans, QBR/EBR narratives, and renewal strategies.

• Drive hiring, onboarding, performance management, and career progression for the team.

CS Program Strategy & Scale

• Strategize, design, and launch new Customer Success programs to improve retention, adoption, and efficiency.

• Pilot programs with clear success criteria and convert winning pilots into repeatable playbooks.

• Partner with CS Ops to instrument programs through CRM and Customer Success tooling.

Operational Rigor & Forecasting

• Own renewal forecasting, churn-risk management, and revenue predictability.

• Use customer data and usage signals to proactively identify risk and growth opportunities.

• Establish a disciplined operating cadence including renewal and risk reviews.

Cross-Functional Collaboration

• Partner with Sales on expansions and account strategy.

• Provide structured customer feedback to Product to influence roadmap prioritization.

• Collaborate with Marketing and GTM teams on customer education initiatives.

Required Qualifications

• 12+ years of experience in Customer Success, Account Management, or related B2B SaaS roles.

• 5+ years of people-management experience leading Customer Success teams.

• Proven progression as an individual CSM, Team Lead, and Manager at a reputed SaaS company.

• Strong customer-facing credibility with executive-level engagement and renewal ownership.

• Willingness and ability to work US business hours from India.