Role: CSM Customer Success Manager

Exp: 2-4 Years

Work Mode: Work From office ( Mohali, PB)

Shift Time: EST Hours

Role Overview

We are looking for a commercially strong, performance-driven and AI-enabled Customer Success Manager who can manage customer relationships, improve product adoption, reduce churn and actively drive revenue expansion through upselling, cross-selling, renewals and account growth.

The ideal candidate should understand modern Customer Success and must be comfortable working with AI tools, AI agents and automation workflows to improve account planning, customer communication, onboarding, support resolution, renewal preparation and expansion identification.

Upsell, cross-sell, renewal ownership, retention and AI-enabled productivity are primary KRAs for this role.

Key Responsibilities:

1. Revenue Growth, Upselling & Account Expansion (Primary KRA)

• Identify upsell, cross-sell and account expansion opportunities within existing accounts.
• Drive plan upgrades from monthly to quarterly and annual plans.
• Recommend higher-tier plans, add-ons, integrations or premium services based on customer usage, business needs and growth potential.
• Prepare value-based proposals, ROI narratives, pricing justifications and objection-handling responses.
• Track expansion pipeline, renewal opportunities and revenue forecast in HubSpot CRM.
• Partner with Sales, Product and Technical teams to close expansion opportunities.
• Use AI tools such as ChatGPT, Claude, Gemini, Copilot or similar tools to prepare account research, proposal drafts, customer summaries and personalized follow-ups.

2. Account Management, Retention & Customer Health

• Manage a portfolio of assigned client accounts across US and Europe regions.
• Build strategic relationships with key stakeholders, decision-makers and product users.
• Own the customer lifecycle from onboarding to adoption, renewal and expansion.
• Conduct regular engagement calls, business reviews, renewal discussions and risk reviews.
• Monitor customer health, product usage, ticket trends, adoption gaps and churn signals.
• Prepare proactive risk-mitigation and win-back plans for low-adoption or churn-risk customers.
• Act as the primary escalation point for customer concerns.

3. AI Adoption in Customer Success Workflows

• Use AI tools to improve CSM productivity across meeting preparation, account summaries, email drafts, business reviews, follow-ups and renewal plans.
• Use AI-assisted analysis to summarize customer history, support patterns, product feedback, risks and opportunities.
• Create AI-assisted onboarding guides, FAQs, help articles, training material and customer enablement content.
• Use AI to support segmentation, expansion research, objection handling and personalized communication.
• Review, validate and edit all AI-generated content before internal or customer-facing use.
• Follow responsible AI practices around confidentiality, data privacy, accuracy and customer information handling.

4. Experience with AI Agents & Automation

• Work with AI agents or agentic workflows for customer support, ticket summaries, CRM updates, follow-ups, onboarding assistance or customer insights.
• Support use cases where AI agents reduce manual work and improve speed, quality and consistency of Customer Success operations.
• Help create prompts, templates, workflows and playbooks for repeatable CSM activities.
• Monitor AI agent outputs for accuracy, tone, relevance and compliance before customer communication.
• Collaborate with Product, Support and Operations teams to identify customer-facing and internal automation opportunities.

5. Onboarding, Product Adoption & Enablement

• Lead onboarding sessions, product demonstrations and workflow walkthroughs.
• Map customer goals to product capabilities and measurable business outcomes.
• Drive feature adoption, platform engagement and customer enablement.
• Create customer-specific adoption plans and success milestones.
• Improve onboarding documentation, workflows, help articles and training content.
• Use AI to personalize enablement content by customer segment, role, industry or use case.

6. Support, Issue Resolution & Internal Coordination

• Manage, track and resolve customer tickets using Zendesk.
• Maintain accurate customer data, account notes and activity logs in HubSpot CRM.
• Coordinate with Technical, Product and Engineering teams through Jira for issue resolution.
• Ensure SLA adherence, timely communication and high customer satisfaction.
• Use AI tools or AI agents to summarize tickets, identify recurring issues, draft customer responses and improve internal handover notes.

Key Performance Indicators (KPIs):

• Upsell and expansion revenue
• Renewal rate
• Churn reduction
• Product adoption rate
• Customer health score
• Monthly-to-quarterly and monthly-to-annual conversion rate
• QBR / business review completion rate
• Customer engagement rate
• Ticket resolution time and SLA adherence
• CSAT score
• HubSpot CRM hygiene and forecasting accuracy
• Effective use of AI tools and AI agents in daily Customer Success workflows

Customer Success Manager Requirements:

• Minimum 2-4 years of experience in Customer Success, Account Management, SaaS or IT Services.
• Strong track record of achieving upsell, cross-sell, renewal or expansion targets.
• Experience managing US and/or European clients.
• Hands-on experience with HubSpot CRM and Zendesk.
• Experience working with Jira for technical or product-related tickets.
• Experience in API-based SaaS products preferred.
• Comfortable using AI tools such as ChatGPT, Claude, Gemini, Copilot or similar platforms for business productivity.
• Exposure to AI agents, workflow automation, support automation, CRM automation or agentic workflows.
• Ability to create prompts, templates, workflows and playbooks for repeatable Customer Success activities.
• Strong commercial acumen, negotiation skills and objection-handling ability.
• Excellent written and verbal communication skills.
• Ability to review and validate AI-generated output before customer-facing use.
• Strong ownership, attention to detail and follow-up discipline.

Technical background:

Must have experience in the Information Technology Services or SaaS industry. Experience with API-based SaaS products and AI-enabled customer workflows will be preferred.

Qualification Required:

MBA in Sales, Sales & Marketing, Business Administration or a related field preferred. A bachelor’s degree with strong SaaS Customer Success, account management or revenue expansion experience may also be considered.