Customer Success Manager- SaaS

Role Summary

We are looking for a Key Account Manager SaaS (Post-Sales) to join our team in Mumbai. This is a pure post-sales role focused on managing and growing existing SaaS clients after the sale is closed.

You will work as an individual contributor, owning customer accounts end-to-end from onboarding and go-live to product adoption, escalations, renewals, and long-term relationship management.

This role plays a critical part in ensuring customer success and retention on Shipdelights logistics technology platform.

Key Responsibilities

• Own assigned SaaS client accounts end-to-end after sales handover
• Manage client onboarding, implementation, and go-live in coordination with internal teams
• Act as the primary point of contact for clients for all post-sales matters
• Drive product adoption and ensure clients realize value from the platform
• Monitor account health, usage patterns, and customer satisfaction
• Handle client escalations with ownership and accountability until resolution
• Coordinate with Product, Tech, and Operations teams to resolve issues and improve outcomes
• Conduct regular review calls and share performance updates with clients

• Support renewals and retention by proactively managing risks and expectations
• Identify upsell or expansion opportunities and collaborate with Sales when required
• Maintain clear documentation of client interactions, issues, and action items

Must-Have Skills

• 36 years of professional experience in SaaS Account Management, Customer Success, or Post-Sales roles
• Hands-on experience managing B2B SaaS clients after onboarding
• Strong client communication and stakeholder management skills
• Experience handling escalations and complex client scenarios
• Ability to understand SaaS products, workflows, and integrations (non-technical but conceptually strong)
• Strong ownership mindset with problem-solving ability
• Comfortable working cross-functionally with Product, Tech, and Ops teams

Preferred-to-Have Skills

• Experience in logistics tech, supply chain, or enterprise SaaS environments
• Familiarity with SaaS metrics such as adoption, usage, retention, and account health
• Exposure to CRM tools or customer success platforms
• Experience supporting renewals, expansions, or upsell discussions
• Understanding of API-based or workflow-driven SaaS products

Role & Expectations

• This is a post-sales / customer success role, not a hunting or pre-sales position
• The role requires working from our Mumbai office
• Success in this role is measured by customer satisfaction, retention, and long-term account growth