Senior Customer Success Manager

About the job

As a Senior CSM, you're not here to just manage relationships. You will own customer outcomes, be accountable for churn and expansion KPIs, and play a critical role in how we scale success across Document360's customer base. This role will manage a US-based customer portfolio, which means your core working hours will be working between 4:00 PM – 2:00 AM IST (India Standard Time). 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 a 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. • 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, proactive, structured, and emotionally intelligent. • Have experience with tools like Gainsight, Catalyst, Totango, ChurnZero, SmartKarrot, or similar (nice to have).

Requirements

• customer success
• B2B SaaS
• account management
• communication skills
• strategic relationship management
• problem-solving

Preferred Technologies

• customer success
• B2B SaaS
• account management
• communication skills
• strategic relationship management
• problem-solving

About the company

Kovai.Co is a technology powerhouse delivering best-in-class enterprise software and game-changing SaaS solutions across industries. Our journey has been nothing short of remarkable, having witnessed exponential growth and profitability right from our inception.