Xeno - Senior Customer Success Manager

Key Responsibilities :

• Work with accounts from the kickoff stage to understand their business objectives.
• Collaborate with Product Implementation experts during onboarding.
• Drive product adoption and ensure customers see value in the platform.
• Create campaign and journey plans using pre-built playbooks with Associate CSMs & Sr. Consultants.
• Present campaign plans to accounts (if part of your account scope).
• Set up and lead Executive Business Reviews (monthly to annually), including deck creation.
• Build strong relationships with champions and decision-makers.
• Ensure timely renewals and drive up-sell opportunities.
• Ask users to raise support tickets directly; act as the escalation point when needed.
• Share customer feedback proactively with the Product to influence the roadmap.

Skills and Qualifications :

• 7-10 years of experience; at least 5 years of relevant work experience in a customer-facing role (customer success or account management).
• SaaS experience is a benefit.
• Familiarity with CRM and marketing campaign planning; can build and present success plans using internal playbooks.
• Bachelor's degree in IT / Computer Science.
• Excellent personal presentation and communication skills and strong client servicing skills.
• Strong problem-solving skills and working knowledge of Excel & SQL

(ref : iimjobs.com)