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Protocol Intelligence
Data-driven signals on your job's competitivenessPopular mid-level CSM title, metro Mumbai location, US-hours requirement, and strong YC/Accel backing.
High—role requires fintech/B2B SaaS experience with North American customers and regulatory context, limiting cross-industry fit.
Explicit 4+ years, North American B2B SaaS preference, and US-hours requirement moderately restrict candidate pool.
Job Description
Structured overview of role & requirementsAbout This Role
Own and manage the full customer lifecycle from onboarding through ongoing relationship management to maximize adoption, retention, and customer satisfaction.
Strategically grow customer accounts with focus on retention, cross-selling, up-selling, and driving Annual Recurring Revenue (ARR) growth.
Serve as the primary advocate for customers by translating customer insights into product improvements and collaborating cross-functionally to enhance customer success.
Minimum Requirements
4+ years experience in customer-facing roles with North American customers, preferably in B2B SaaS environments.
Proven background as a Customer Success Manager, Implementation Specialist, or similar in high-growth startup B2B SaaS.
Location requirement: Mumbai (In-Office).
Willingness to work US hours until 4:30 pm US Eastern Time.
Ideal Candidate Profile
Experience thriving in dynamic, high-growth SaaS startup environments servicing North American financial institutions or similar B2B sectors.
Strong strategic orientation toward managing customer relationships to maximize revenue and retention.
Skilled in cross-functional collaboration and translating customer feedback into actionable product strategy.