About this role
Senior Manager, Customer Success (Mid-Market & SMB) – US Shift
Location: Bengaluru, India Work Hours: US Shift Department: Customer Experience Reports To: Global Head of Customer Experience
Role Overview
The Senior Manager, Customer Success (Mid-Market & SMB) – US Shift is a senior, customer-facing leadership role responsible for driving retention, adoption, and expansion across SeekOut’s Mid-Market and SMB customer base. This role manages a team of Customer Success Managers (CSMs) and owns both execution excellence and Customer Success program strategy for a high-volume, fast-moving segment.
Key Responsibilities
Mid-Market & SMB Customer Success Ownership
Own Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) for Mid-Market and SMB customers.
Drive consistent execution across onboarding, adoption, value realization, renewals, and expansion.
Personally engage in executive-level customer conversations for high-risk renewals and strategic accounts.
Partner with Sales on renewal strategy, pricing discussions, and expansion opportunities.
Customer-Facing Leadership & Coaching
Lead, coach, and develop 6–7 CSMs, setting a high bar for customer engagement and accountability.
Act as a player-coach, modeling best-in-class discovery, value articulation, and renewal execution.
Review and elevate customer success plans, QBR/EBR narratives, and renewal strategies.
Drive hiring, onboarding, performance management, and career progression for the team.
CS Program Strategy & Scale
Strategize, design, and launch new Customer Success programs to improve retention, adoption, and efficiency.
Pilot programs with clear success criteria and convert winning pilots into repeatable playbooks.
Partner with CS Ops to instrument programs through CRM and Customer Success tooling.
Operational Rigor & Forecasting
Own renewal forecasting, churn-risk management, and revenue predictability.
Use customer data and usage signals to proactively identify risk and growth opportunities.
Establish a disciplined operating cadence including renewal and risk reviews.
Cross-Functional Collaboration
Partner with Sales on expansions and account strategy.
Provide structured customer feedback to Product to influence roadmap prioritization.
Collaborate with Marketing and GTM teams on customer education initiatives.
Required Qualifications
12+ years of experience in Customer Success, Account Management, or related B2B SaaS roles.
5+ years of people-management experience leading Customer Success teams.
Proven progression as an individual CSM, Team Lead, and Manager at a reputed SaaS company.
Strong customer-facing credibility with executive-level engagement and renewal ownership.
Willingness and ability to work US business hours from India.