Customer Success Manager - WFO

Build long-term customer relationships by driving product adoption, ensuring client success, identifying growth opportunities, and delivering exceptional experiences that create lasting business value.

Key Responsibilities

Customer Engagement & Relationship Management

• Act as a trusted advisor for key customer accounts
• Build and maintain strong executive-level relationships
• Drive regular engagement through QBRs, business reviews, and strategic discussions
• Ensure continuous alignment with customer goals and expectations

Cross-Selling & Revenue Growth

• Identify and drive cross-sell and upsell opportunities within existing accounts
• Analyze customer usage, gaps, and business needs to position relevant solutions
• Collaborate with Sales, Product, and Delivery teams to maximize account growth
• Own and contribute to revenue expansion targets

Customer Success & Value Realization

• Develop and execute Customer Success Plans
• Ensure customers achieve desired business outcomes and ROI
• Monitor adoption, engagement, and health scores
• Drive initiatives to improve customer retention and satisfaction

Stakeholder & Governance Management

• Lead customer governance calls, steering committees, and escalations
• Provide proactive updates on risks, opportunities, and performance
• Align internal and external stakeholders for seamless delivery

Data-Driven Decision Making

• Track and analyze key metrics such as:
• Customer health score
• Product adoption and usage
• Net Revenue Retention (NRR)
• Customer Satisfaction (CSAT/NPS)
• Use insights to drive engagement and expansion strategies

Risk Management & Retention

• Identify early warning signals for churn or dissatisfaction

• Drive proactive mitigation plans

• Ensure high customer retention and long-term partnerships

  Required Skills & Experience

• 10+ years of experience in Customer Success / Account Management / Delivery Leadership

• Strong experience in cross-selling, upselling, and revenue expansion

• Excellent stakeholder management and communication skills (especially with global clients)

• Proven ability to manage enterprise accounts

• Strong understanding of Agile delivery and product lifecycle

• Data-driven mindset with ability to derive insights from customer metrics

• Experience in SaaS / Airline / Travel domain (preferred for your profile alignment)

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.