Customer Success Manager

About the job: Role Overview At Saras Analytics, Customer Success is a revenue-owning function, not a post-sales support extension. The Customer Success Manager (CSM) is accountable for driving measurable business outcomes renewals, expansion, product adoption, and customer advocacy. This role exists to ensure customers realize tangible value from our products while contributing directly to 120%+ Net Revenue Retention (NRR) and scalable revenue growth. We are looking for outcome-driven professionals who can own revenue, influence stakeholders, and operate with a structured, AI-first approach to customer success. Role Purpose To drive customer retention, expansion, adoption, and advocacy by owning the full post-sales lifecycle from onboarding to renewal while acting as the voice of the customer within the organization. Key Responsibilities 1. Revenue Ownership & Expansion (Primary KPI) Own renewals, upsell, and cross-sell opportunities for assigned accountsDrive account expansion through:Product adoptionUsage-based insightsWorkflow optimization and value realizationExecute structured expansion motions aligned to the sales journey:Technical Win Functional Win Value Win Commercial LegalMaintain strict renewal calendar discipline to ensure zero renewal missesContribute directly to achieving and exceeding 120%+ NRR2. Onboarding & Time-to-Value Own onboarding for assigned customer segments (Pulse customers and Sales-led Daton deals)Define and track clear onboarding success criteriaOptimize onboarding cycle time and accelerate time-to-valueRemove blockers by collaborating with Support, Product, and Engineering teams3. Customer Engagement, CSAT & NPS Run structured engagement cadences:Monthly reviews and QBRs for high-revenue accountsOwn CSAT and NPS outcomes for assigned accountsConvert:Promoters AdvocatesPassives PromotersDetractors Improved satisfaction through structured action plans4. Product Adoption & Value Realization Drive adoption of core features across productsUse adoption tracking to identify:Low-adoption risk accountsExpansion-ready accountsDeliver measurable quarter-over-quarter improvements in adoptionLeverage playbooks, AI-driven insights, and guided workflows to increase product stickiness5. Product Feedback Loop Capture structured customer feedback using defined frameworksQuantify impact of feedback (ARR, churn risk, CSAT impact, ticket volume)Act as the voice of the customer to Product, Design, and Support teamsTrack and communicate outcomes of product improvements6. Advocacy, Referrals & Market Influence Drive customer advocacy initiatives:Reviews (G2, Capterra)TestimonialsLinkedIn mentionsCase studiesPartner with Marketing and Partnerships teams to generate:Customer referralsPipeline influence Candidate Qualifications 36 years of experience in Customer Success, Account Management, or revenue-owning roles (preferably in SaaS or B2B tech)Proven track record of owning renewals and driving expansion revenueExperience managing mid-market or enterprise accountsStrong stakeholder management and executive communication skillsAnalytical mindset with comfort using product usage data and performance metricsAbility to thrive in a fast-paced, outcome-driven environment Who can apply: Only those candidates can apply who: have minimum 3 years of experience Salary: Competitive salary Experience: 3 year(s) Deadline: 2035-01-01 00:00:00 .