Manager - Customer Success

Job description:

About the RoleCustomer Success is the core differentiator between ParallelDots and its competitors and this role sits at the heart of it. As a Senior Customer Success Manager, you will own the end-to-end post-sales experience for a portfolio of enterprise clients, managing complex AI projects with contracts running into hundreds of thousands of dollars.

This role sits at the confluence of sales, product, engineering, data science, and data operations giving you unmatched exposure to business context, technology, and client relationships. We are looking for leaders who bring ownership, initiative, and a bias for action as we head into years of strong growth.

Roles & Responsibilities

Client Relationship & Account Management:

- Own and nurture relationships with key enterprise customer accounts throughout the post-sales lifecycle, including onboarding, adoption, and long-term engagement.

- Serve as the primary point of contact and trusted advisor for executive stakeholders, conducting regular business reviews and success planning sessions.

- Act as the voice of the customer internally, collaborating cross-functionally with Sales, Product, Engineering, and Data teams to drive better outcomes.

Project Delivery & Cluster Leadership:

- Lead a cluster of project managers and coordinators to deliver multiple client projects simultaneously, ensuring SOP and protocol compliance across the team.

- Own complex, first-of-their-kind project scenarios and use cases, setting the playbook for future delivery.

- Groom, mentor, and train team members across diverse project use cases to build capability and resilience.

Revenue Retention & Growth:

- Drive product adoption, value realization, and measurable customer success across your portfolio.

- Own renewal and expansion targets maintaining high forecast accuracy, managing renewal pipelines, and identifying cross-sell and upsell opportunities within the existing customer base.

- Proactively identify churn risks and execute structured mitigation strategies to maintain high gross and net revenue retention.

Health Monitoring & Continuous Improvement:

- Monitor project health KPIs, customer satisfaction, license utilization, and engagement indicators; drive corrective action where needed.

- Maintain accurate account data, renewal forecasts, and health scores in CRM systems.

- Contribute to the continuous improvement of Customer Success playbooks, operating models, and scaled engagement processes (e.g., onboarding refreshers, feature enablement sessions).

Operational Excellence:

- Forecast capacity requirements and support hiring decisions for the cluster.

- Manage team priorities and escalate customers to higher-touch engagement models when warranted.

- Partner with Support and Product teams to resolve issues impacting customer satisfaction and renewals.

Skills & Qualifications:

Experience:

- 2-3 years of hands-on experience as a Customer Success Manager in a B2B enterprise SaaS company, with direct client-facing and project management responsibilities.

- Demonstrated ownership of renewal, retention, or expansion targets with a strong track record of results.

- Background in business consultancy or client success is preferred; MBA from a top institute or equivalent startup leadership experience is a plus.

Core Competencies:

Relationship Management: Proven ability to build, maintain, and influence relationships with executive decision-makers and multi-stakeholder organizations.

Analytical Thinking: Data-driven approach to deriving insights and defining actionable strategies; strong command of Excel (mandatory) and working knowledge of SQL (preferred).

Communication: Exceptional written and verbal communication skills with the ability to navigate difficult conversations and complex scenarios with clarity and composure.

Commercial Acumen: Strong understanding of customer success metrics (adoption, retention, NRR, forecast accuracy) and the ability to balance customer needs with business objectives.

Execution Discipline: High level of organization and prioritization; comfortable managing multiple complex customer journeys simultaneously in a fast-paced environment.

Nice to Have:

- Experience working in cross-functional, high-velocity teams in a technology or AI-driven environment.

- Exposure to scaled or pooled account management models.