Sr Customer Success Manager

Experience: 3–6 years

Department: Customer Success

Employment Type: Full-time

Location: Bangalore

About the Role

We are looking for a results-oriented Senior Customer Success Manager to lead customer relationships and manage a team of Customer Success Executives (CSEs) and Customer Success Managers (CSMs).

The role is responsible for improving customer retention, driving renewals, identifying upsell and cross-sell opportunities, and ensuring the team consistently delivers measurable value to customers. The ideal candidate combines people leadership, relationship management, commercial awareness, and a data-driven approach.

Key Responsibilities

Customer Success and Revenue Growth

• Own relationships with strategic or high-value customers throughout their lifecycle.
• Build a deep understanding of customers goals, challenges, and business needs.
• Develop success plans that improve product adoption, engagement, and value realization.
• Drive customer renewals and reduce churn.
• Identify and close upsell and cross-sell opportunities based on customer needs.
• Conduct regular check-ins, executive business reviews, product demonstrations, and value assessments.
• Build strong relationships with users, decision-makers, and executive stakeholders.
• Monitor customer health, usage, satisfaction, and risk indicators.
• Develop recovery plans for at-risk accounts and manage critical customer escalations.

Team Leadership

• Manage, mentor, and develop a team of CSEs and CSMs.
• Assign accounts and balance workloads based on customer needs and team capacity.
• Set clear goals and performance expectations for the team.
• Conduct regular one-on-one meetings, coaching sessions, and performance reviews.
• Review account plans, renewal pipelines, customer risks, and expansion opportunities.
• Support team members during complex negotiations, escalations, and executive conversations.
• Establish customer success processes, playbooks, reporting standards, and best practices.
• Promote accountability, collaboration, and a customer-first culture.
• Identify skill gaps and create training and development plans for the team.

Cross-Functional Collaboration

• Partner with Sales to ensure smooth customer handovers and identify expansion opportunities.
• Collaborate with Product, Support, and Implementation teams to resolve issues and improve customer outcomes.
• Represent customer feedback internally and influence product and service improvements.
• Provide leadership with accurate forecasts for renewals, retention, risks, and expansion revenue.
• Ensure customer records, opportunities, risks, and activities are updated accurately in the CRM.

Required Qualifications

• 3–6 years of experience in Customer Success, Account Management, Client Services, or a related customer-facing role.
• Experience managing or mentoring CSEs, CSMs, account managers, or similar customer-facing professionals.
• Demonstrated success in customer retention, renewals, upselling, and cross-selling.
• Strong people-management, coaching, and performance-management skills.
• Ability to manage strategic customer relationships and executive stakeholders.
• Commercial mindset with strong negotiation and opportunity-management skills.
• Excellent verbal, written, presentation, and problem-solving abilities.
• Ability to use customer data and business metrics to guide decisions.
• Experience with CRM and customer success platforms.
• Master's of Bachelor's degree in business, Marketing, Communications, or a related field.

Preferred Qualifications

• Experience in a B2B SaaS or technology company.
• Experience managing mid-market or enterprise customers.
• Familiarity with platforms such as Salesforce, HubSpot, or Gainsight.
• Understanding of recurring-revenue business models and customer lifecycle management.
• Experience building customer success processes, playbooks, and reporting frameworks.

Key Performance Indicators

• Gross and net revenue retention
• Renewal rate
• Customer churn rate
• Upsell and cross-sell revenue
• Product adoption and customer engagement
• Customer satisfaction and Net Promoter Score
• Customer health and risk management
• Team target achievement and productivity
• Quality and accuracy of renewal and expansion forecasts

What We Offer

• Competitive compensation with performance-based incentives
• Leadership and career-development opportunities
• Collaborative and customer-centric work environment
• Exposure to strategic customers and cross-functional initiatives

About the Company

Cubic Logics, SOC2 Type II certified, Great Place to work(R) company, is a fast-growing SaaS company specializing in workplace productivity and HR solutions with our flagship platforms, HR365 and Apps 365, built for Microsoft 365. We serve a global customer base with a sharp focus on user experience, scalable solutions, and measurable value. We are on a mission to simplify enterprise workflows and amplify impact one customer at a time. For more details, please visit

https://www.cubiclogics.com/career/

To Apply: Please visit and apply here Job Application - Sr. Customer Success Manager