Customer Success (CSM)

This role is for one of Weekday’s clients
Salary range: Rs 500000 - Rs 800000 (ie INR 5 - 8 LPA)

Min Experience: 1+ years
Location: Bengaluru, Karnataka, India
JobType: full-time

We are looking for a Customer Success Manager who thinks about revenue first. You will own customer outcomes, ensuring clients not only stay but grow. This is not a a support role; it is a growth role. You will drive adoption, expansion, and retention across our portfolio of D2C and e-commerce brands. Key metrics include Net Revenue Retention (>100%), Revenue Realization, Account Retention, and Product Adoption.

Key Responsibilities

• Lead smooth onboarding for new accounts and ensure early success
• Identify opportunities for upsell or cross-sell based on customer usage and goals
• Collaborate with founders and sales to grow account revenue
• Conduct monthly reviews with key accounts to surface wins and gaps
• Maintain a deep understanding of customer business goals and align product value accordingly
• Proactively identify churn risks and execute recovery plans
• Educate customers on new features and AI use cases to drive adoption
• Build advocacy by driving success stories, testimonials, and case studies
• Partner with marketing to co-create webinars, product showcases, and user stories
• Track usage, retention, and billing metrics for each account
• Maintain accurate forecasting and ensure timely renewals and payments
• Provide structured feedback loops to product and growth teams

Qualifications

• Revenue-first mindset and energy from growth numbers
• Managed accounts in a SaaS environment
• Understand client lifecycles
• Love solving problems and spotting upsell opportunities
• Communicate clearly
• Think analytically
• Act fast
• Believe in ownership

Must-have skills

Customer Relationship Management, Customer Success, Stakeholder Management