Customer Success Manager - US B2B SaaS

Job Title: Customer Success Manager

Location: Bangalore, India

Shift: US Time Zone (Night Shift Required)

About the Role:

We are seeking an experienced Customer Success Manager to own post-sales customer relationships, drive adoption, and ensure value delivery for our US-based clients. This role requires working in the US time zone (night shifts) and collaborating cross-functionally to enhance the customer journey.

Experience Required:

- Minimum: 2 years in a Customer Success or Account Management role focused on US market operations

- Overall: 5+ years in similar industries such as SaaS, engineering services, or tech startups

Key Responsibilities:

- Act as the primary point of contact post-sale, building strong and trusted relationships with clients

- Drive onboarding, implementation, and seamless product adoption for new customers

- Conduct regular check-ins, weekly/biweekly reviews, and Quarterly Business Reviews (QBRs) to ensure alignment and value delivery

- Identify upsell and cross-sell opportunities; collaborate with the Sales team to close expansion deals

- Resolve client queries efficiently while demonstrating in-depth product knowledge and problem-solving skills

- Work closely with Product, Operations, and Sales teams to optimize customer experience and inform product improvements

Qualifications:

Required:

- Proven experience managing mid to high Annual Contract Value (ACV) accounts ($30K-$200K)

- Strong stakeholder management and customer engagement skills

- Background in SaaS products, AI-driven business solutions, or engineering services

- Experience managing US-based clients and operations

Preferred:

Exposure to AI-powered platforms

Experience in high-growth startup environments

Key Skills:

Customer Success Management, B2B Client Handling, Account Management, US Market Operations, SaaS Products, Upsell/Cross-Sell Strategy, Stakeholder Engagement, Product Expertise, Customer Onboarding, Implementation, AI-Driven Business Solutions, Engineering Services, Customer Retention, Problem-Solving