Senior Manager, Customer Success (Mid-Market & SMB) – US Shift

Senior Manager, Customer Success (Mid-Market & SMB) – US Shift 

Location: Bengaluru, India 
Work Hours: US Shift 
Department: Customer Experience 
Reports To: Global Head of Customer Experience 

Role Overview 

The Senior Manager, Customer Success (Mid-Market & SMB) – US Shift is a senior, customer-facing leadership role responsible for driving retention, adoption, and expansion across SeekOut’s Mid-Market and SMB customer base. This role manages a team of Customer Success Managers (CSMs) and owns both execution excellence and Customer Success program strategy for a high-volume, fast-moving segment. 

Key Responsibilities 

Mid-Market & SMB Customer Success Ownership 

• Own Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) for Mid-Market and SMB customers. 

• Drive consistent execution across onboarding, adoption, value realization, renewals, and expansion. 

• Personally engage in executive-level customer conversations for high-risk renewals and strategic accounts. 

• Partner with Sales on renewal strategy, pricing discussions, and expansion opportunities. 

Customer-Facing Leadership & Coaching 

• Lead, coach, and develop 6–7 CSMs, setting a high bar for customer engagement and accountability. 

• Act as a player-coach, modeling best-in-class discovery, value articulation, and renewal execution. 

• Review and elevate customer success plans, QBR/EBR narratives, and renewal strategies. 

• Drive hiring, onboarding, performance management, and career progression for the team. 

CS Program Strategy & Scale 

• Strategize, design, and launch new Customer Success programs to improve retention, adoption, and efficiency. 

• Pilot programs with clear success criteria and convert winning pilots into repeatable playbooks. 

• Partner with CS Ops to instrument programs through CRM and Customer Success tooling. 

Operational Rigor & Forecasting 

• Own renewal forecasting, churn-risk management, and revenue predictability. 

• Use customer data and usage signals to proactively identify risk and growth opportunities. 

• Establish a disciplined operating cadence including renewal and risk reviews. 

Cross-Functional Collaboration 

• Partner with Sales on expansions and account strategy. 

• Provide structured customer feedback to Product to influence roadmap prioritization. 

• Collaborate with Marketing and GTM teams on customer education initiatives. 

Required Qualifications 

• 12+ years of experience in Customer Success, Account Management, or related B2B SaaS roles. 

• 5+ years of people-management experience leading Customer Success teams. 

• Proven progression as an individual CSM, Team Lead, and Manager at a reputed SaaS company. 

• Strong customer-facing credibility with executive-level engagement and renewal ownership. 

• Willingness and ability to work US business hours from India.