Customer Success Manager - WFO

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)