Customer Success Manager

About Xeno

Xeno is an AI-led CRM and Loyalty platform built for mid-market and enterprise omnichannel retailers. Our customers run their entire customer engagement, campaigns, journeys, loyalty, offers on us, and were scaling fast across India and the Middle East.

Role Overview

Were hiring a Customer Success Manager to own day-to-day relationships with a portfolio of Indian retail clients. Youll work closely with Senior CSMs and Sr. Consultants, drive adoption and ROI, and be the go-to point of contact for your accounts. This role is open to candidates based in Mumbai or Delhi.

What Youll Do

• Own a portfolio of Indian retail accounts, driving adoption, retention, and account health
• Build trusted working relationships with marketing teams, CRM heads, and brand managers
• 
  Execute campaign and journey plans using Xenos playbooks (first-to-repeat, win-back, loyalty activation), with guidance from Sr. Consultants
• Run monthly business reviews, present performance, surface opportunities, and align next steps
• Partner with Product, Implementation, and Sales to remove client blockers and unblock value
• Be the escalation point for client issues, manage tickets, follow-ups, and resolutions
• Surface customer feedback to Product to influence the roadmap

Youll Excel If You Have

• 4 to 7 years of experience in Customer Success, Account Management, or client-facing roles
• Hands-on exposure to SaaS, CRM, CDP, Loyalty, Marketing Automation, or Campaign tools (e.g., MoEngage, WebEngage, CleverTap, Capillary, Netcore)
• Comfort running client meetings and presenting performance to marketing stakeholders
• Strong analytical instincts, you can read campaign data, spot whats working, and propose what to fix

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  Get Hired
• A proactive, ownership-driven mindset, you dont wait to be told what to do
• Bonus: working knowledge of Excel/SQL, exposure to omnichannel retail or D2C clients

Why Xeno

• High-ownership role with real client exposure and visibility to leadership
• Sharp Sr CSMs and Consultants to learn from fast career growth path
• Real impact on product roadmap your customer signal shapes what we build
• Open culture, flat hierarchy, sharp teammates
• Fast-growth SaaS environment