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Tier-1 SaaS, mid-level CSM in Bangalore with EMEA shift and broad responsibilities increases competition.
Enterprise SaaS and CX expertise required, moderately transferable across other SaaS but limited outside tech.
Explicit 6-8 years plus enterprise SaaS CSM and program management expectations increases shortlisting rigidity.
Manage a portfolio of customers at scale delivering proactive guidance, adoption support, and value realization through structured engagements across multiple accounts.
Conduct Executive and Quarterly Business Reviews to align on business objectives, review adoption metrics, and identify growth opportunities.
Translate customer business requirements into product recommendations, troubleshoot platform queries, and drive adoption through collaboration with internal teams and scalable programs.
6-8 years experience in Customer Success, Technical Account Management, Technology Consulting, or Solutions Development.
Experience with large-scale transformational programs across Fortune 100 enterprise clients, working across multiple business lines.
Strong understanding of SaaS platforms, customer workflows, integrations, and marketing/contact center/AI technologies (marketing automation, contact center technologies, digital transformation, AI solutions).
Work Experience Required: Minimum 6-8 years as specified. Notice period: Not explicitly mentioned in the JD.
Experienced managing complex customer success programs with measurable organizational-wide impact across multiple lines of business in large enterprises.
Strong program management skills with ability to collaborate cross-functionally and to convert business needs into technical solutions and product enhancements.
Industry and domain expertise in customer experience technologies, digital transformation, and AI, with understanding of emerging market trends and competitive landscape.