Job Description
Position: Customer Success Manager – Growth & Retention
Location: Bangalore - Next to Kudlu Metro Station, Hosur Road, Bangalore
Experience: 3-8 years
About Cubic Logics:
Cubic Logics is a "Great Place to Work" certified global technology company delivering AI-enabled, Microsoft 365 native business and HR solutions under its flagship brand Apps365.com, serving customers across the US, Europe, and the Middle East. Our products support digital transformation for thousands of organizations, including Fortune 500 enterprises and leading global brands. We are trusted for our innovation, security, scalability, and measurable business impact. Our culture is performance-driven and ownership-focused, built on agility, accountability, and continuous learning in a fast-growing global environment.
Job description:
We’re looking for a senior Customer Success professional to own and drive the end-to-end post-sales function across a portfolio of global customers.
This role carries clear accountability for customer retention and revenue expansion (renewals, upsell, cross-sell), while also leading a small team of CSMs to deliver consistent, high-quality customer outcomes.
You will act as a trusted advisor to customers, ensure strong product adoption, and bring structure, predictability, and scalability to the Customer Success function.
Key Responsibilities:
- Own the complete post-sales lifecycle—from onboarding and adoption to renewal and account growth.
- Drive customer retention and expansion by aligning product capabilities with customer business outcomes.
- Build and manage strong relationships with key stakeholders, ensuring consistent engagement and long-term partnership.
- Identify and execute upsell and cross-sell opportunities based on customer needs, usage patterns, and value realization.
- Establish structured account plans, engagement models, and success playbooks across the portfolio.
- Proactively identify risks and drive mitigation to ensure customer satisfaction and continuity.
- Collaborate with Sales, Support, Product, and Engineering teams to deliver a seamless customer experience.
- Lead and mentor a small team of CSMs, ensuring alignment, accountability, and consistent execution.
- Own escalations and critical accounts, ensuring timely resolution and stakeholder confidence.
- Drive continuous improvement in Customer Success processes, tools, and operating rhythm.
Qualifications & Experience:
- 3-8 years in Customer Success, Account Management, or related roles in the SaaS/Cloud space.
- Proven experience managing renewals and contributing to account growth (upsell/cross-sell).
- Experience handling international customers (US, UK, Canada, Australia preferred).
- Prior experience mentoring or leading a small team is preferred.
- Strong understanding of SaaS business models and customer lifecycle management.
- Comfortable working with CRM tools, customer data, and usage insights.
- Strong communication, stakeholder management, and problem-solving skills.
Key Success Metrics (Alignment Focus):
Performance in this role will be evaluated based on a balanced view of:
- Revenue Retention & Growth: Ability to sustain and grow existing customer revenue through renewals and expansion
- Customer Health & Adoption: Depth of product usage, engagement levels, and realization of customer value
- Churn Risk Management: Early identification and effective mitigation of at-risk accounts
- Revenue Predictability: Accuracy in forecasting renewals and visibility into account-level risks and opportunities
- Customer Experience: Overall satisfaction, relationship strength, and trust built with stakeholders
- Execution Consistency: Discipline in account coverage, engagement cadence, and lifecycle management
- Team Effectiveness: Alignment, productivity, and capability development of the CSM team
This role is critical in driving long-term customer value, retention, and growth for Cubic Logics.
Job Type: Full-time
Ability to commute/relocate:
- Bengaluru, Karnataka: Reliably commute or planning to relocate before starting work (Preferred)
Application Question(s):
- Total years of experience
- Current CTC (in LPA)
- Expected CTC (in LPA)
- Notice period (in days)
Work Location: In person
