Senior Customer Success Manager

About the job

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. Our Products: - Biztalk - Turbo - Document “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 now hiring a Senior Customer Success Manager to help take our customers and our team to the next level. 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 Document'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 Document. 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. Who’ll be a good fit: - Must have 3 – 6 years of experience in B2B SaaS Customer Success. - 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. Why Document? - Our NRR and GRR outperform industry benchmarks, driven by a product customers love and a CS team that delivers.

Requirements

• Customer Outcomes
• Churn and Expansion KPIs
• Retention
• Strategic Conversations
• Data Analysis

Qualifications

• 3 – 6 years of experience in B2B SaaS Customer Success

Preferred Technologies

• Customer Outcomes
• Churn and Expansion KPIs
• Retention
• Strategic Conversations
• Data Analysis

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. We are on track towards $30 million in annual revenue – and we're just getting started.