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Sequoia-backed startup, metro location, mid-level generalist CSM role, and broad responsibilities create high competition.
Skills are SaaS- and e-commerce-oriented but generally transferable across SaaS verticals.
Explicit 4+ years SaaS CSM, degree requirement, and technical/night-shift demands raise strictness to high.
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Own a portfolio of high-value SaaS customer accounts, driving adoption, measurable outcomes, renewals, and growth with <5% churn rate.
Maintain 80%+ active engagement coverage with accounts monthly, onboarding approximately 5 new customers per month with a ≥ 90% success implementation score.
Serve as a trusted advisor to CX and e-commerce leaders, leading QBRs/MBRs, managing risks, identifying upsell opportunities, and influencing product strategy and workflows.
Minimum 4 years of experience in Customer Success or Account Management in SaaS, with proven ownership of renewals, onboarding, adoption, and expansions.
B.Tech degree or equivalent technical degree.
Experience conducting QBRs/MBRs with senior executives and tying product adoption to ROI.
Must be willing to work in-office in Bangalore, India with rotational night shifts for US time-zone support.
Experienced in handling high-value SaaS accounts within e-commerce or CX automation domains.
Strong technical aptitude with hands-on ability to create playbooks, workflows, and success plans, demonstrating operational ownership and problem-solving skills.
Able to work cross-functionally and act as escalation point, showing strategic ability to reduce churn, drive expansions, and align product features with business goals.