Senior Customer Success Manager

About the job

At Kovai.co, we're rewriting the B2B landscape by empowering over 2,500 businesses worldwide with our award-winning SaaS solutions. Our Products: • Biztalk360 • Turbo360 • Document360 “UK headquarters. Indian innovation. Global impact.” Our journey has been nothing short of remarkable, having witnessed exponential growth and profitability right from our inception. We are on track towards $30 million in annual revenue – and we're just getting started. Kovai.co is fueled by a tribe of thoughtful helpers, obsessed with empowering customers, uplifting colleagues, and igniting our own journeys. Redefining tech is our game. Are you in? Join Kovai.co – where passion meets purpose. Opportunity: Senior Customer Success Manager What you’ll do on the job: • Own Outcomes, Not Just Accounts: Guide a portfolio of strategic customers toward achieving their business goals with Document360. Help them realize value not just features. • Drive Retention & Expansion: You’ll be measured on churn and expansion KPIs and empowered with the tools, playbooks, and autonomy to move the needle. • Lead Strategic Conversations: From QBRs to renewals, you’ll engage with decision-makers and champions to align expectations and outcomes. • Execute & Improve CS Playbooks: Run our structured customer success motions and iterate where needed to drive better scale or signal. • Identify and Solve Risks Early: Be the eyes and ears on account health. Surface churn risks, usage gaps, or misalignment before they become issues. • Mentor & Model Excellence: Be a role model to junior CSMs, helping uplevel the team’s skill, judgment, and strategic posture. • Be the Voice of the Customer: Influence our product and roadmap by synthesizing trends and relaying structured customer feedback. Who’ll be good fit: • Must have 3 – 6 years of experience in B2B SaaS Customer Success, Account Management, or Consulting. • Should have owned and moved the needle on churn and/or expansion KPIs in a prior role and are confident doing it again. • Ability to know how to align usage with business value. (Don’t confuse activity for impact you focus on outcomes, not check-ins) • Are savvy with prompt engineering and tools like ChatGPT, Perplexity, or other GenAI platforms to streamline your work, analyze data faster, and communicate more effectively. • Love engaging with senior stakeholders and leading value-based conversations. • Operate well in ambiguity, and who are proactive, structured, and emotionally intelligent. • Have experience with tools like Gainsight, Catalyst, Totango, ChurnZero, SmartKarrot, or similar (nice to have). Why Document360? • Our NRR and GRR outperform industry benchmarks, driven by a product customers love and a CS team that delivers. • We’re trusted by Fortune 500 brands, fast-growing SaaS companies, and knowledge-centric organizations globally. • Our CS org is resourced, respected, and growing, you’ll have the backing you need to drive results. • We believe in systems, not heroics, you’ll scale processes, not fight fires alone. • You’ll get coaching, autonomy, and a seat at the table because success isn’t just for the customers. It’s for you too.

Requirements

• B2B SaaS Customer Success
• Account Management
• Consulting
• Churn Management
• Expansion KPIs
• Prompt Engineering

Preferred Technologies

• B2B SaaS Customer Success
• Account Management
• Consulting
• Churn Management
• Expansion KPIs
• Prompt Engineering

About the company

Kovai.co is a catalyst, sparking a revolution in the world of enterprise software and B2B SaaS. We are a technology powerhouse delivering best-in-class enterprise software and game-changing SaaS solutions across industries. Trusted by global brands like Puma, HP, and several Fortune 500 companies, we help organizations centralize, scale, and deliver knowledge with clarity and control.