# Sr. Customer Success Manager

> Weekday AI · Mumbai, India · Full-time · Posted 2026-09-18

**Salary:** INR 1,000,000–2,200,000

**Workplace:** on_site

**Department:** Weekday's Client via platform

## Description

𝗧𝗵𝗶𝘀 𝗿𝗼𝗹𝗲 𝗶𝘀 𝗳𝗼𝗿 𝗼𝗻𝗲 𝗼𝗳 𝘁𝗵𝗲 𝗪𝗲𝗲𝗸𝗱𝗮𝘆'𝘀 𝗰𝗹𝗶𝗲𝗻𝘁𝘀

𝗦𝗮𝗹𝗮𝗿𝘆 𝗿𝗮𝗻𝗴𝗲: 𝗥𝘀 𝟭𝟬𝟬𝟬𝟬𝟬𝟬 - 𝗥𝘀 𝟮𝟮𝟬𝟬𝟬𝟬𝟬 (𝗶𝗲 𝗜𝗡𝗥 𝟭𝟬-𝟮𝟮 𝗟𝗣𝗔)

Experience: 3+ yrs

Location: Mumbai, Maharashtra, India

Job Type: Full-time

We are looking for an experienced **Senior Customer Success Manager** to build and strengthen relationships with mid-market and enterprise customers while driving product adoption, retention, customer satisfaction, and account growth.

The role is suited for a customer-focused professional with strong **stakeholder management, account management, customer engagement, retention, renewals, and commercial skills**. You will work closely with customers, particularly global clients, to understand their business needs, maximize product value, and ensure long-term customer success.

## Requirements

Key Responsibilities

-   Own and manage relationships with **mid-market and enterprise customer accounts**.
-   Lead customer onboarding and ensure smooth product adoption and implementation.
-   Develop strong, long-term relationships with key customer stakeholders.
-   Maintain regular communication with customers and understand their business objectives, challenges, and expectations.
-   Develop and execute customer success strategies aligned with customer goals and business priorities.
-   Conduct **Quarterly Business Reviews (QBRs)** and present customer performance, product adoption, outcomes, and opportunities.
-   Monitor customer health and proactively identify **churn risks, adoption gaps, and engagement issues**.
-   Develop and lead retention strategies to improve customer satisfaction and long-term account value.
-   Own renewal activities and work closely with relevant teams on commercial discussions and negotiations.
-   Identify and support **upsell and cross-sell opportunities** in partnership with Sales and Account Management.
-   Act as the **voice of the customer** internally and ensure customer feedback is effectively communicated.
-   Collaborate with Product and Engineering teams on feature requests, product improvements, and customer requirements.
-   Coordinate with Support and internal teams to ensure timely resolution of customer issues.
-   Track and analyze key customer success metrics including **retention, churn, NPS, CSAT, adoption, renewals, and revenue expansion**.
-   Use customer data and insights to identify opportunities for improving customer experience and account performance.
-   Maintain accurate customer records, account plans, engagement history, and success documentation in CRM and customer success platforms.
-   Prepare customer performance reports, insights, and strategic updates for leadership.
-   Contribute to improving customer success processes, playbooks, health-scoring models, and engagement strategies.

What Makes You a Great Fit

-   **3–8 years of experience** in Customer Success, Account Management, Client Services, or a related customer-facing role.
-   Strong experience managing **mid-market or enterprise customers**.
-   Proven experience in customer retention, renewals, account growth, and relationship management.
-   Strong **stakeholder management and communication skills**, with the ability to engage confidently with senior customer stakeholders.
-   Experience managing customer onboarding, adoption, engagement, and long-term account relationships.
-   Experience identifying churn risks and implementing effective retention strategies.
-   Strong understanding of **upselling, cross-selling, renewals, negotiations, and commercial discussions**.
-   Experience in **B2B SaaS, technology, conversational CX, or other technology-driven organisations** is preferred.
-   Familiarity with CRM and customer success platforms such as **Salesforce, HubSpot, Gainsight, Zendesk**, or similar tools.
-   Strong analytical and problem-solving mindset with the ability to interpret customer and business data.
-   Experience working with **customer health scores, dashboards, automation, and customer success metrics**.
-   Ability to work effectively with Sales, Product, Engineering, Support, and other cross-functional teams.
-   Experience supporting **global customers** and working across different cultures and time zones is an advantage.
-   Strong customer-first mindset with a proactive, positive, and commercially aware approach.
-   Excellent organisation and ability to manage multiple strategic accounts and priorities simultaneously.
-   Ability to independently own customer relationships while contributing effectively within a broader Customer Success team.

## Apply

[Apply at Weekday AI](https://apply.workable.com/weekday-1/j/36329A3F6B/apply)

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