Senior Customer Success Manager
Location: Mumbai
Experience- 3-7 yrs
About Xeno is an AI-driven CRM company for large D2C brands and retailers. We have some of the biggest brands in our portfolio like Tommy Hilfiger, CK, jack & jones, levis, taco bell, barbeque nation etc. Xeno enables large D2C brands & omnichannel retailers to engage their customers across eCommerce & stores. With the digital retail wave alongside us, we’ve seen a 7x growth in the number of brands using Xeno
We are seeking a Senior Customer Success Manager to build and nurture long-term partnerships with key clients and be a trusted advisor in their growth journey. The ideal candidate will deeply understand client needs, offer tailored solutions, and drive revenue through upselling and cross-selling opportunities. You'll work closely with internal teams to ensure seamless solution delivery, proactively address concerns, and minimize churn. We’re looking for someone who can advocate for clients, align their goals with our offerings, and develop proactive strategies to ensure high satisfaction. If you’re passionate about driving client success, we’d love to connect!
Key Responsibilities
- Work with accounts from the kickoff stage to understand their business objectives
- Collaborate with Product Implementation experts during onboarding
- Drive product adoption and ensure customers see value in the platform
- Create campaign and journey plans using pre-built playbooks with Associate CSMs & Sr. Consultants
- Present campaign plans to accounts (if part of your account scope)
- Set up and lead Executive Business Reviews (monthly to annually), including deck creation
- Build strong relationships with champions and decision-makers
- Ensure timely renewals and drive up-sell opportunities
- Ask users to raise support tickets directly; act as the escalation point when needed
- Share customer feedback proactively with the Product to influence the roadmap
Skills and Qualifications
- Strong customer service background, follow-up, and organizational skills.
- 7-10 years of experience; at least 5 years of relevant work experience in a customer-facing role (customer success or account management).
- SaaS experience is a benefit.
- Familiarity with CRM and marketing campaign planning; can build and present success plans using internal playbooks.
- Bachelor's degree in IT/Computer Science.
- Excellent personal presentation and communication skills and strong client servicing skills.
- Strong problem-solving skills and working knowledge of Excel & SQL.