Customer Success Manager - Enterprise Accounts

Customer Success Manager - Enterprise Accounts Location: Bangalore Employment Type: Full-Time Experience: 5 - 8 Years Reports To: Senior Customer Success Manager The Role As a Customer Success Manager, you own a portfolio of enterprise accounts across the full customer lifecycle - onboarding, adoption, value realization, renewal and growth. You will be the person your customers call first: close enough to their operations to understand what they are actually trying to fix. You will have a small portfolio rather than a long list, so the work is depth, not coverage. What You'll Do Own your accounts: - Own a portfolio of enterprise accounts end to end, from onboarding through renewal - Build relationships across the customer organization - operations, supply chain, IT and leadership - so the account never rests on one champion - Keep a live account plan for each customer: objectives, adoption, risks and opportunities - Bring structure to accounts that need it - work out why adoption has stalled and put a plan in place to fix it - Handle the difficult conversations yourself - escalations, resetting expectations, and getting a relationship back on track Drive adoption and show the value: - Track adoption, usage and business KPIs, and act early when something moves the wrong way - Run scenarios and what-if analyses in the platform yourself, and use them to show customers what better looks like in their own numbers - Demonstrate ROI in the customer's operational terms - cost per drop, utilization, service levels Run the account rhythm: - Run weekly, monthly and quarterly reviews built on adoption and business metrics, not activity updates - Drive agreed actions to closure - on both sides of the table - Work closely with our Implementation Engineers through onboarding and go-live - including customer-side readiness like UAT sign-off and training - then own the account once it moves to steady state - Bring the business context to issue prioritization so Product and Engineering know what actually hurts - Use AI-assisted tooling and automation to take the manual work out of reporting and review prep Own renewals and growth: - Own renewal readiness and act on churn risk long before it becomes a conversation - Build value cases from real adoption evidence - Identify expansion opportunities, and bring in Implementation early to sanity-check feasibility - Partner with Sales on commercial discussions, upsell and cross-sell What We're Looking For Experience: - 5 - 8 years in Customer Success, Account Management, SaaS Consulting or enterprise Implementation - You have owned enterprise B2B SaaS accounts yourself - including the hard conversations and the renewals - You can talk us through a specific account you turned around, and what you personally did - Exposure to logistics, supply chain, transportation, FMCG/CPG, dairy or manufacturing operations is a real advantage - You have built a business case from platform data yourself rather than briefing someone else to do it Skills: - Customer Success: account ownership, adoption and value realization, customer health and churn management, review governance, renewal and expansion planning, stakeholder management - Analytical: comfortable with usage data, KPIs and reporting; strong Excel/Google Sheets; able to tell a clear story with numbers - Product fluency: willing to get properly hands-on with the platform - enough to run a scenario, read the output, and explain the logic of a plan to a customer's operations team without escalating - AI & automation: practical fluency with AI tools, and the instinct to automate your own repetitive work - Languages: professional fluency in English. Because much of this work happens with plant, depot and transport teams, the ability to engage in Kannada and Hindi is preferred; Tamil or Telugu is a bonus Nice to have: - Enough API and integration literacy to work out whether an issue sits with the platform, the integration or the customer's process before escalating it - Familiarity with Jira, HubSpot and BI tools (Power BI, Tableau, Looker) - Experience with international or global enterprise customers Why This Role: - Named enterprise accounts, owned properly - you are not one of twenty CSMs holding a slice of a list - You are joining a Customer Success function while it is still being built, which means your way of working becomes the way it is done here - Direct access to Product, Engineering and leadership - the feedback you bring in gets acted on, not filed - Deep domain to grow into: logistics optimization is genuinely hard, and the expertise you build here transfers - A team that would rather you make the call than wait for permission