Senior Customer Success Manager

PinnacleU
India

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Job details

Full-time
₹20,50,000 - ₹21,00,000 a year
7 days ago

Benefits

Flexible schedule

Qualifications

Quality Management
Microsoft Excel
Upselling
Quality management
Analysis skills
Mentoring
AI
Account management
Leadership
Communication skills

Full job description

Position: Senior Customer Success Manager

Location: Delhi

Working Days: Monday to Friday

Experience Required: 4-7 years

Senior Customer Success Manager

Role Overview

As a Senior Customer Success Manager, you’ll drive value for enterprise clients, unlock growth within accounts, and build scalable systems to elevate customer experience- while mentoring the team and working closely with leadership.

Key Responsibilities

1. Account Growth & Expansion

Manage 6–8 enterprise accounts, acting as the primary point of contact and trusted advisor.
Drive account expansion through upselling, cross-selling, and increasing adoption.
Deliver measurable ROI for customers by aligning the AI solutions with their business goals.
Maintain strong quality standards and ensure SLAs are consistently met.

2. Customer Success & Retention

Track account health using data-driven insights across adoption, usage, billing, NPS, and engagement.
Proactively identify risks, resolve issues, and ensure renewals and long-term retention.
Build strong stakeholder relationships to deepen customer trust and advocacy.

3. Process Building & Scale

Design and implement scalable processes to streamline CS workflows, reporting, and customer engagement.
Build playbooks for account expansion, ROI measurement, and customer health monitoring.

4. Team Leadership & Enablement

Mentor and train Customer Success Associates (CSAs) to handle Stage 1 support.
Act as an escalation point for complex customer situations.

5. Strategic Exposure

Work closely with the senior leadership & founders on enterprise-wide initiatives and CXO-facing projects.
Share customer insights to influence the AI product roadmap.

What We’re Looking For

4–7 years of experience in Customer Success, Account Management, or Enterprise Relationship roles.
Strong data analytical skills (Excel/Google Sheets; comfort with dashboards, pivot tables, reporting).
Proven track record in account expansion, ROI delivery, and quality management.
Background in FinTech or SaaS (preferred).
Excellent Communication – fluent, confident, and persuasive in enterprise settings.
Managerial experience – mentoring or leading junior team members.
Flexibility – comfortable with customer schedules requiring non-standard hours.

What We Offer

High-Impact Work: Directly shape how some of India’s top lenders engage with millions of customers through AI voice agents.
Ownership & Autonomy: Take charge of enterprise account growth and success, driving adoption and measurable outcomes with full accountability.
Learning & growth: Annual learning allowance of 10,000+, mentorship, and hands-on AI exposure.
Flexibility: WFH options twice a month, flexible hours, and competitive appraisal hikes.

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Senior Customer Success Manager

Role Overview

Key Responsibilities

1. Account Growth & Expansion

2. Customer Success & Retention

3. Process Building & Scale

4. Team Leadership & Enablement

5. Strategic Exposure

What We’re Looking For

What We Offer

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