Senior Customer Success Manager

About the job

About Us Zycus, recognized by leading analyst firms in procurement technology, empowers teams to unlock deep value through its comprehensive Source-to-Pay (S2P) solutions. At the heart of our S2P solution is the Merlin Agentic Platform, which orchestrates intelligent AI agents to deliver simplified, efficient, and compliant processes. The Merlin Intake Agent Offers Business Users Unparalleled Ease Of Use, Increasing Adoption Rates And Significantly Reducing Non-compliant Spending. For Procurement Teams, The Merlin Autonomous Negotiation Agent Handles Tail Spend Autonomously, Securing Additional Savings; The Merlin Contract Agent Helps Draft Compliant Contracts And Reduces Risks By Actively Monitoring Them; And The Merlin AP Agent Further Enhances Efficiency By Automating Invoice Processing With Exceptional Speed And Accuracy. We Are An Equal Opportunity Employer Zycus is committed to providing equal opportunities in employment and creating an inclusive work environment. We do not discriminate against applicants on the basis of race, color, religion, gender, sexual orientation, national origin, age, disability, or any other legally protected characteristic. All hiring decisions will be based solely on qualifications, skills, and experience relevant to the job requirements. Job Description The Senior Customer Success Manager (CSM) is a quota-carrying individual contributor role responsible for renewals, retention, and expansion across a large portfolio of Enterprise customers. The role requires strong commercial discipline, operational efficiency, and the ability to drive consistent customer outcomes at scale. Key Responsibilities Renewals and Revenue Ownership• Own renewal and expansion targets for an assigned portfolio of Tier 3 customers.• Drive timely renewals with high forecast accuracy and controlled discounting.• Identify and close cross-sell and upsell opportunities within the existing customer base.• Maintain accurate renewal forecasts, pipelines, and account data in CRM systems. Customer Adoption and Value Realization• Drive ongoing product adoption and usage across the customer portfolio.• Monitor customer health, license utilization, and engagement indicators.• Deliver standardized value summaries and renewal readiness communications.• Ensure customers clearly understand the value and outcomes achieved with Zycus solutions. Scaled Customer Management• Manage a large book of customers using standardized playbooks and lifecycle processes.• Segment accounts based on renewal risk, health, and growth potential.• Execute structured 1-to-many initiatives such as onboarding refreshers, feature updates, and enablement sessions.• Escalate customers to higher-touch engagement models only when defined criteria are met. Risk and Escalation Management• Proactively identify churn risks and execute mitigation actions.• Act as the primary escalation point for customers within the Tier 3 segment.• Partner with Support and Product teams to resolve issues impacting renewals and satisfaction. Cross-functional Collaboration• Work closely with Sales, Customer Success Operations, Support, and Product teams to ensure consistent customer experience.• Provide structured feedback from Tier 3 customers to improve product usability and success processes.• Contribute to continuous improvement of Customer Success playbooks and operating models. Job Requirement Required Experience And Qualifications• 8–12 years of experience in Customer Success, Account Management, Renewals, or B2B SaaS roles.• Proven experience managing high-volume, small-ticket customer portfolios.• Demonstrated ownership of renewal and/or expansion quotas.• Experience working in scaled or pooled account models.• Background in enterprise SaaS, procurement software, or ERP platforms is preferred. Key Skills and Competencies• Strong commercial and negotiation skills.• High level of organization, prioritization, and execution discipline.• Data-driven approach to customer and revenue management. Clear and concise written and verbal communication.• Comfort operating in a performance-driven, volume-oriented environment. Success Metrics• Gross Renewal Rate (GRR)• Net Revenue Retention (NRR)• Renewal Forecast Accuracy• Expansion Revenue• Customer Health and Adoption Metrics. Why Join Zycus• Opportunity to own revenue outcomes across a large customer base. • Work with a market-leading AI-powered procurement platform. • Exposure to global customers and enterprise SaaS operations. • Clear career progression within Customer Success and Account Leadership tracks.

Requirements

• Strong commercial and negotiation skills
• Data-driven approach to customer and revenue management
• Clear and concise written and verbal communication

Qualifications

• 8–12 years in Customer Success or B2B SaaS roles

Preferred Technologies

• Strong commercial and negotiation skills
• Data-driven approach to customer and revenue management
• Clear and concise written and verbal communication

About the company

Zycus, recognized by leading analyst firms in procurement technology, empowers teams to unlock deep value through its comprehensive Source-to-Pay (S2P) solutions. At the heart of our S2P solution is the Merlin Agentic Platform, which orchestrates intelligent AI agents to deliver simplified, efficient, and compliant processes.