rchilli~1mo ago

Customer Success Manager

India·MohaliFull timemid

Customer Success ManagerCustomer

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Quick Summary

Key Responsibilities

1. Revenue Growth, Upselling & Account Expansion (Primary KRA) Identify upsell, cross-sell and account expansion opportunities within existing accounts.

Requirements Summary

Minimum 2-4 years of experience in Customer Success, Account Management, SaaS or IT Services. Strong track record of achieving upsell, cross-sell, renewal or expansion targets.

Technical Tools

Customer Success ManagerCustomer

Responsibilities

~1 min read

Identify upsell, cross-sell and account expansion opportunities within existing accounts.
Drive plan upgrades from monthly to quarterly and annual plans.
Recommend higher-tier plans, add-ons, integrations or premium services based on customer usage, business needs and growth potential.
Prepare value-based proposals, ROI narratives, pricing justifications and objection-handling responses.
Track expansion pipeline, renewal opportunities and revenue forecast in HubSpot CRM.
Partner with Sales, Product and Technical teams to close expansion opportunities.
Use AI tools such as ChatGPT, Claude, Gemini, Copilot or similar tools to prepare account research, proposal drafts, customer summaries and personalized follow-ups.

Manage a portfolio of assigned client accounts across US and Europe regions.
Build strategic relationships with key stakeholders, decision-makers and product users.
Own the customer lifecycle from onboarding to adoption, renewal and expansion.
Conduct regular engagement calls, business reviews, renewal discussions and risk reviews.
Monitor customer health, product usage, ticket trends, adoption gaps and churn signals.
Prepare proactive risk-mitigation and win-back plans for low-adoption or churn-risk customers.
Act as the primary escalation point for customer concerns.

Use AI tools to improve CSM productivity across meeting preparation, account summaries, email drafts, business reviews, follow-ups and renewal plans.
Use AI-assisted analysis to summarize customer history, support patterns, product feedback, risks and opportunities.
Create AI-assisted onboarding guides, FAQs, help articles, training material and customer enablement content.
Use AI to support segmentation, expansion research, objection handling and personalized communication.
Review, validate and edit all AI-generated content before internal or customer-facing use.
Follow responsible AI practices around confidentiality, data privacy, accuracy and customer information handling.

Work with AI agents or agentic workflows for customer support, ticket summaries, CRM updates, follow-ups, onboarding assistance or customer insights.
Support use cases where AI agents reduce manual work and improve speed, quality and consistency of Customer Success operations.
Help create prompts, templates, workflows and playbooks for repeatable CSM activities.
Monitor AI agent outputs for accuracy, tone, relevance and compliance before customer communication.
Collaborate with Product, Support and Operations teams to identify customer-facing and internal automation opportunities.

Lead onboarding sessions, product demonstrations and workflow walkthroughs.
Map customer goals to product capabilities and measurable business outcomes.
Drive feature adoption, platform engagement and customer enablement.
Create customer-specific adoption plans and success milestones.
Improve onboarding documentation, workflows, help articles and training content.
Use AI to personalize enablement content by customer segment, role, industry or use case.

Manage, track and resolve customer tickets using Zendesk.
Maintain accurate customer data, account notes and activity logs in HubSpot CRM.
Coordinate with Technical, Product and Engineering teams through Jira for issue resolution.
Ensure SLA adherence, timely communication and high customer satisfaction.
Use AI tools or AI agents to summarize tickets, identify recurring issues, draft customer responses and improve internal handover notes.

Upsell and expansion revenue
Renewal rate
Churn reduction
Product adoption rate
Customer health score
Monthly-to-quarterly and monthly-to-annual conversion rate
QBR / business review completion rate
Customer engagement rate
Ticket resolution time and SLA adherence
CSAT score
HubSpot CRM hygiene and forecasting accuracy
Effective use of AI tools and AI agents in daily Customer Success workflows

Requirements

~1 min read

Minimum 2-4 years of experience in Customer Success, Account Management, SaaS or IT Services.
Strong track record of achieving upsell, cross-sell, renewal or expansion targets.
Experience managing US and/or European clients.
Hands-on experience with HubSpot CRM and Zendesk.
Experience working with Jira for technical or product-related tickets.
Experience in API-based SaaS products preferred.
Comfortable using AI tools such as ChatGPT, Claude, Gemini, Copilot or similar platforms for business productivity.
Exposure to AI agents, workflow automation, support automation, CRM automation or agentic workflows.
Ability to create prompts, templates, workflows and playbooks for repeatable Customer Success activities.
Strong commercial acumen, negotiation skills and objection-handling ability.
Excellent written and verbal communication skills.
Ability to review and validate AI-generated output before customer-facing use.
Strong ownership, attention to detail and follow-up discipline.