Senior Customer Success Manager (RoW)
Rocketlane (company site, opens in a new tab)10+ yrsChennaiOn-siteDirect career pageEst. 20–35 LPA
Posted on 25 Sept
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Job description
Structured overview of role & requirements
About This Role
- Develop and execute customer success playbooks focusing on renewals, QBRs/EBRs, churn and low health score accounts.
- Engage strategically with large customers to drive adoption, retention, and expansion, and monitor key metrics like NRR, churn, and NPS.
- Plan and implement initiatives to identify and improve product usage gaps across mid-market and enterprise segments, reporting insights to leadership.
Minimum Requirements
- 10+ years overall experience with at least 4 years in a customer success role, preferably in early-stage startups.
- Experience with strategic and analytical thinking combined with strong communication and collaboration skills.
- Data-driven approach with proven execution capability and stakeholder management experience.
- Strong knowledge of customer success tools/technologies is a plus but not mandatory.
Ideal Candidate Profile
- Experienced in managing complex customer accounts in B2B SaaS with ability to drive growth and retention.
- Comfortable working in early-stage startup environments requiring hands-on execution and cross-functional collaboration.
- Able to operate effectively with distributed teams and influence organizational change through initiative and creativity.