Customer Success Manager-SaaS / Airline / Travel domain
Job Description
Key Responsibilities
Customer Engagement & Relationship Management
- Act as a trusted advisor for key customer accounts
- Build and maintain strong executive-level relationships
- Drive regular engagement through QBRs, business reviews, and strategic discussions
- Ensure continuous alignment with customer goals and expectations
Cross-Selling & Revenue Growth
- Identify and drive cross-sell and upsell opportunities within existing accounts
- Analyze customer usage, gaps, and business needs to position relevant solutions
- Collaborate with Sales, Product, and Delivery teams to maximize account growth
- Own and contribute to revenue expansion targets
Customer Success & Value Realization
- Develop and execute Customer Success Plans
- Ensure customers achieve desired business outcomes and ROI
- Monitor adoption, engagement, and health scores
- Drive initiatives to improve customer retention and satisfaction
Stakeholder & Governance Management
- Lead customer governance calls, steering committees, and escalations
- Provide proactive updates on risks, opportunities, and performance
- Align internal and external stakeholders for seamless delivery
Data-Driven Decision Making
- Track and analyze key metrics such as:
- Customer health score
- Product adoption and usage
- Net Revenue Retention (NRR)
- Customer Satisfaction (CSAT/NPS)
- Use insights to drive engagement and expansion strategies
Risk Management & Retention
- Identify early warning signals for churn or dissatisfaction
- Drive proactive mitigation plans
- Ensure high customer retention and long-term partnerships
Required Skills & Experience
- 10+ years of experience in Customer Success / Account Management / Delivery Leadership
- Strong experience in cross-selling, upselling, and revenue expansion
- Excellent stakeholder management and communication skills (especially with global clients)
- Proven ability to manage enterprise accounts
- Strong understanding of Agile delivery and product lifecycle
- Data-driven mindset with ability to derive insights from customer metrics
- Experience in SaaS / Airline / Travel domain (preferred for your profile alignment)
Pay: ₹1,500,000.00 - ₹2,500,000.00 per year
Work Location: In person
