Customer Success Manager, Bengaluru

Role: Customer Success Manager Experience :7+ years of SaaS experience driving customer retention, revenue growth, and strategic account management. Location: remote Proven expertise in renewals, onboarding, product adoption, churn reduction, and upsell/cross-sell execution. Experienced in managing high-value ARR portfolios, leading cross-functional initiatives, conducting QBRs, and aligning customer success strategies with business outcomes to maximize long-term value and Net Revenue Retention (NRR).TECHNICAL SKILLS: Skills Stakeholder Management Upsell/Cross-sell Renewals Strategic Planning Project Management Churn Mitigation SQL Integration Consultant Net Revenue Retention (NRR) Onboarding Escalation Management Customer Retention Tools Jira Hubspot Freshdesk Postman Power BIFirebase Roles and Responsibilities: Customer Success Manager Led a team of 5 Customer Success Associates/Sr. Associates, supporting customers across India, EMEA and APAC while ensuring consistent service delivery. Owned 60+ customer accounts with a portfolio ARR of₹30–40 million, driving renewals and long-term adoption. Reduced onboarding timelines by 20% through standardized workflows and improved touchpoint planning.Sustained 95% customer retention through proactive engagement and structured success plans. Achieved 15% revenue growth through strategic account management and upselling initiatives. Drove QBR/EBR execution and ROI-focused discussions, strengthening executive alignment and renewal readiness. Built customer journey frameworks, onboarding flows, and escalation processes from the ground up, improving operational efficiency.Partnered with Product and Engineering to relay customer feedback, contributing to multiple product enhancements.