CSM

Were Hiring | Customer Success Manager (CSM) | Pune | Hybrid

Sakon is looking for an experienced and customer-focused professional to join our team as a Customer Success Manager (CSM).

If you are passionate about customer engagement, SaaS solutions, strategic relationship management, and driving measurable business outcomes, this opportunity could be a great fit for you.

Location: Pune, India (Hybrid)

Shift: US Shift-5:30 PM-2:30 AM

Experience:8-12 years in Customer Success / SaaS / Managed Services / Account Management

Our Expectations

Customer Advocacy & Retention

• Partner with the Service Delivery, Data and Tech Support teams to ensure timely resolution of technical challenges.
• Act as the voice of the customer internally, ensuring customer needs and feedback influence product development and roadmap priorities.
• Identify at-risk accounts early and execute proactive engagement plans to reduce churn risk.
• Build strong Sakon sponsor relationships within customer organizations.

• Maintain accurate, detailed records of account health, activities, and success plans in CRM and Client Services tools.
• Analyse and report on customer health, engagement, and outcome metrics on a regular basis.
• Contribute to the creation of playbooks, knowledge bases, and success frameworks for internal and customer use.
• Mentor junior team members and contribute to building scalable success practices.

• Own the post-onboarding customer journey across onboarding transition, adoption, and ongoing success phases.
• Lead structured onboarding programs, ensuring rapid time-to-value and smooth transitions from implementation.
• Work with the SCEs to develop and maintain customer success plans tailored to each accounts strategic goals and KPIs.
• Drive regular engagement through weekly delivery meetings, QBRs (Quarterly Business Reviews), adoption workshops, and one-on-one customer POC check-ins.
• Manage customer escalations in partnership with the Service Delivery and Tech Support teams to drive timely resolution.
• Develop and execute Go-to-green plans for at-risk customers to restore confidence, improve outcomes, and reduce churn risk.

• Proactively monitor product adoption trends, usage data, and customer health scores.
• Identify gaps in adoption and work with customers to resolve blockers through training, enablement, or services.
• Provide consultative guidance on best practices, industry benchmarks, and business process improvements.
• Translate customer business objectives into measurable outcomes that showcase ROI.

• Collaborate with SCEs to identify and nurture expansion opportunities, while maintaining a trusted advisors stance.
• Surface upsell/cross-sell opportunities based on usage patterns, unmet needs, and business priorities.
• Support the renewal process by demonstrating value delivered and alignment to future objectives.

• Gross Retention Rate – Renewal rate of assigned accounts.
• Net Promoter Score (NPS) / CSAT – Customer satisfaction and advocacy levels.
• Adoption Metrics – Module usage, feature utilization, and engagement frequency.
• Time to Value (TTV) – Speed at which customers realize business benefits post-implementation.
• Churn Reduction – Decrease in at-risk accounts and churn percentage.
• Expansion Identification – Number and quality of upsell/cross-sell opportunities surfaced for AE follow-up.

• Customer Advocacy – Always acting in the customers best interest while balancing company objectives.
• Strategic Thinking – Ability to design long-term success strategies, not just tactical fixes.
• Problem Solving – Skilled at diagnosing challenges, removing blockers, and orchestrating solutions.
• Collaboration – Works fluidly across Sales, Delivery, Product, and Support. Outcome Orientation – Obsessed with delivering measurable value and ensuring customers achieve desired results.

• 9-12 years in Customer Success, Managed Services/Operations, Account Management, or Consulting within a SaaS/Services environment.
• Experience in managing customers in Service based environment.
• Strong ability to link technology adoption to measurable business outcomes.
• Proven experience building relationships with senior stakeholders.
• Comfortable understanding the Sakon platforms, integrations, APIs, and workflows, collaborating with Tech Support and Support engineers.
• Ability to leverage data to assess customer health, adoption, and value realization.
• Excellent written, verbal, and presentation skills; capable of influencing both operational users and executives.
• Global mindset with experience engaging diverse stakeholders across regions.