Sr Customer Success Manager

Ovii's Interpretation of the Role

The Senior Customer Success Manager will own a portfolio of Almabase’s most strategic enterprise customers, acting as a trusted advisor to senior stakeholders and driving measurable outcomes. The role blends hands‑on onboarding, adoption, retention, expansion and advocacy work while shaping playbooks and leveraging AI to scale success.

Role Snapshot

• Own strategic enterprise customer portfolio
• Drive adoption, health, retention and expansion
• Strategic advisor to senior (Director/VP) stakeholders
• Lead QBRs and health‑strategy cadence
• Mentor junior Customer Success Managers
• Collaborate cross‑functionally (Product, Marketing, Support)
• Apply AI tools to streamline workflows

Must-Have Requirements

• B2B SaaS Customer Success
• US‑based enterprise account management
• Strong written and verbal communication
• Problem‑solving with technical/analytical aptitude
• Driving adoption, health, retention and expansion
• Stakeholder management across multiple contacts
• Hands‑on AI tool usage (ChatGPT, Perplexity, Gamma, Canva, Zapier AI, N8N)
• US‑based enterprise customer management

Nice-to-Have Signals

• HubSpot CRM experience
• Multi‑product SaaS experience
• Startup/high‑growth experience
• HubSpot CRM usage
• Multi‑product SaaS
• Startup/high‑growth environment

Work Setup

• Location: Bangalore, India
• Work mode: HYBRID
• Timezone: Work US EST hours (8am‑5pm EST)
• Employment type: Full-Time

Not Specified in JD

• Visa sponsorship
• Salary range
• Remote eligibility
• Education requirement
• Certifications
• Relocation
• Notice period
• Travel
• Security clearance
• Coding test
• Portfolio
• GitHub
• Writing sample
• Cover letter

What You'll Likely Work On

• Own the end‑to‑end post‑sales journey (onboarding → adoption → retention → advocacy) for large enterprise accounts
• Serve as a trusted advisor to senior customer stakeholders, guiding alumni engagement and fundraising outcomes
• Drive product adoption through workshops, training and AI‑enhanced workflows
• Run structured engagement cadences and quarterly business reviews focused on ROI and long‑term alignment
• Develop and execute health‑and‑retention strategies, proactively mitigating risks with the Account Manager
• Identify expansion opportunities and partner with the Account Manager to advance them
• Act as the primary escalation point for complex issues, coordinating cross‑functional resolution
• Own portfolio NPS, close the feedback loop and build customer advocacy
• Contribute to improving success playbooks, processes and product feedback loops
• Mentor and support other CSMs through call reviews and best‑practice sharing

Good Fit If You Have

• Experience with HubSpot or similar CRM platforms
• Background in multi‑product B2B SaaS environments
• Prior work in fast‑growth or startup settings