Senior Customer Success Manager

Role: The Customer Success Lead North will be responsible for managing and strengthening relationships with key enterprise customers across the North region. The role will focus on driving customer adoption, engagement, retention, satisfaction, renewals, and revenue growth while acting as a strategic bridge between customers and internal teams.

The incumbent will own the overall customer lifecycle and account health, proactively identify risks and opportunities, manage escalations, and work closely with Sales, Product, Operations, and Service Delivery teams to ensure customers achieve maximum value from the company's solutions.

What You’d Do?

1. Relationship Management

Build, manage, and nurture strong relationships with key stakeholders and decision-makers across assigned enterprise customer accounts

Act as the primary relationship owner and strategic point of contact between customers and internal teams

2. Customer Lifecycle Ownership

Own the end-to-end customer lifecycle, including onboarding, adoption, engagement, retention, renewals, and account growth

Develop a deep understanding of customers' business objectives, challenges, and use cases to ensure effective adoption and utilization of the company's products and solutions

3. Revenue Growth & Expansion

Own the growth and revenue expansion strategy for assigned enterprise accounts across the North region

Identify, develop, and convert upsell, cross-sell, and expansion opportunities within existing customer accounts

4. Customer Health & Retention

Monitor customer health, engagement, service performance, adoption, and satisfaction and proactively identify potential risks

Drive initiatives to improve customer experience, product adoption, engagement, and long-term retention

5. Cross-functional Collaboration

Collaborate closely with Sales, Product, Technology, Operations, Service Delivery, and Support teams to address customer requirements

Lead and manage critical customer escalations, ensuring appropriate internal coordination, communication, and closure

6. Strategic Reviews & Reporting

• Conduct regular business reviews and strategic discussions with customers to review performance and align on future growth opportunities.
• Maintain a structured account plan, customer pipeline, tracking opportunities, risks, engagement levels, and growth potential.
• Provide regular reporting on customer health, retention, revenue opportunities, churn risks, escalations and account forecasts to management

7. Team & Process Development

• Mentor and guide junior Customer Success / Service Management team members, sharing best practices and supporting their development
• Contribute to the development and continuous improvement of Customer Success processes, frameworks, and governance
• Ensure consistent documentation of customer interactions, account plans, key risks, opportunities, and action items

What You’d Have?

• Bachelor’s degree in business, Engineering, Technology, or a related field; postgraduate qualification is an added advantage
• 10–12 years of experience in Customer Success, Key Account Management, Enterprise Account Management, Service Management, or Business Development
• Experience in the SaaS, CPaaS, Telecom, Cloud Communication, or Messaging industry will be preferred
• Proven track record in driving customer retention, renewals, account growth, upselling, and cross-selling
• Strong understanding of customer lifecycle management, health monitoring, adoption, engagement, and retention strategies
• Experience managing customer escalations and coordinating cross-functional teams for issue resolution
• Strong business acumen with exposure to multiple industry verticals and enterprise customer environments
• Ability to communicate complex technology solutions clearly to both technical and business stakeholders
• Excellent stakeholder management, relationship-building, negotiation, and influencing skills
• Strong analytical skills to interpret customer performance, usage, revenue, and account health data
• Self-driven and proactive, with the ability to operate in a fast-paced and dynamic environment
• Experience in mentoring or leading junior team members is preferred