Senior Customer Success Manager

Role : Customer Success Manager

Location : Pune | Work from Office Shift : US Shift (6 : 30 PM to 3 : 30 AM)

About the Role

As a Customer Success Manager at SMS Magic, you'll be the voice of our customers—owning relationships, driving adoption, and ensuring they gain maximum value from our solutions. You'll manage accounts end-to-end, boost customer satisfaction, and identify growth opportunities through cross-sell and up-sell initiatives.

Key Responsibilities

Manage a portfolio of B2B SaaS accounts; drive renewals, retention & revenue growth.

Conduct Quarterly Business Reviews (QBRs) and regular check-ins to track success metrics.

Proactively engage with customers to enhance experience & reduce churn.

Analyze account data to identify opportunities and craft growth strategies.

Collaborate with cross-functional teams to resolve issues & align on customer goals.

Capture and share customer feedback with internal teams for continuous improvement.

Lead onboarding, training & adoption programs for customers.

Manage commercial activities and ensure SLA compliance.

Requirements

What You'll Need

5+ years' experience in B2B SaaS account management or customer success.

Strong CRM knowledge and experience managing customer lifecycles.

Excellent communication & interpersonal skills with a customer-first mindset.

Data-driven approach to problem-solving and strategy. & Ability to manage multiple priorities in a fast-paced environment.

Benefits

Why SMS Magic

Exposure to a global SaaS business with innovative technology.

A high-performance, growth-oriented work culture.

Competitive compensation & performance-based rewards.

Flexibility, learning opportunities & scope to make high business impact.

About SMS Magic

For 10+ years, SMS Magic has been a trusted messaging partner for global brands across industries like financial services, retail, education, wellness, and more. We deliver advanced, simple-to-use messaging solutions to help businesses engage customers with a personal touch.

Skills Required

CRM knowledge