Sr Customer Success Manager

Overview

Own a portfolio of Almabase's most strategic enterprise customers, driving onboarding, adoption, retention, and advocacy while acting as a trusted advisor to senior stakeholders.

What you'll do

• Own the complete post-sales customer journey for a portfolio of Almabase's largest and most complex enterprise customers (Onboarding, Adoption, Retention, Advocacy).
• Become a trusted advisor to senior stakeholders (Directors, VPs), helping them achieve measurable alumni engagement and fundraising outcomes, and build strong relationships with champions and key stakeholders.
• Drive product adoption and customer outcomes by understanding customer workflows, enabling customers through onboarding, training and workshops, and solving complex use cases using the Almabase product.
• Drive a structured engagement cadence, including regular check-ins and strategic business reviews (QBRs) focused on outcomes, ROI and long-term alignment.
• Own customer health and retention strategy: proactively identify risks, drive mitigation plans, and partner with the Account Manager to support successful renewals.
• Identify and strategically position expansion opportunities within your accounts, and partner with the Account Manager to drive them forward.
• Act as the primary escalation point for complex customer issues and work cross-functionally to drive timely resolution.
• Own NPS for your portfolio: identify drivers of customer sentiment, close the loop on feedback, and drive targeted actions to improve NPS and build long-term advocacy.
• Identify patterns across customers and contribute to improving customer success playbooks, processes, and product feedback loops.
• Mentor and support other Customer Success Managers through call reviews, deal strategy discussions, and best practice sharing.
• Collaborate with the Marketing team to build customer advocacy through case studies, testimonials, referrals, and community participation.
• Proactively leverage AI to improve customer outcomes, streamline workflows, and scale customer success processes.

What you'll need

• 3+ years of experience in B2B SaaS Customer Success roles.
• At least 1 year working with US-based customers, managing communication and expectations across time zones.
• Excellent written and verbal communication skills, with the ability to build strong business relationships and engage effectively with senior stakeholders.
• Strong problem-solving skills with a technical and analytical aptitude, and the ability to quickly understand and adapt to complex software products and their nuances.
• Demonstrated ability to manage customer outcomes, including driving adoption, improving customer health, and supporting retention and expansion.
• Proven experience working with multiple stakeholders within customer accounts, navigating complexity, and driving alignment.
• Hands-on experience leveraging AI tools (such as ChatGPT, Perplexity, Gamma, Canva, Zapier AI, N8N) to improve workflows, enhance customer interactions, or scale processes.

Nice to have

• Experience with customer success software or CRM (like HubSpot).
• Experience in a multi-product B2B SaaS environment.
• Startup or high-growth company experience.

Details

• Work location: Bangalore office, hybrid policy requiring at least 2 days per week in office, and at least 3-4 days per week during onboarding (first 3 months).
• Work timing: US hours, 8am to 5pm EST.