Job Description:
The Customer Success Manager (CSM) will own post-sale relationships, drive adoption and value realization for customers, reduce churn and expand revenue through upsells and renewals. You’ll act as the voice of the customer inside the company, coordinate delivery with Product/Engineering/PS and build scaled onboarding and enablement programs that ensure clients get measurable ROI from Shevtron solutions.
Responsibilities:
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Serve as primary post-sale point of contact for assigned customers; build trusted advisor relationships with key stakeholders (product, engineering, ops, procurement).
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Design and run onboarding programs and implementation plans so customers reach first-success milestones quickly (time-to-value).
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Drive product adoption: onboard users, run training sessions, create enablement materials, usage playbooks, and best-practice guides.
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Monitor customer health (usage metrics, NPS, CSAT), identify at-risk accounts, and run dedicated retention plays to reduce churn.
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Own renewals and expansion motions: identify upsell/cross-sell opportunities, coordinate solution proposals with Sales/Pre-sales, and lead renewal negotiations.
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Coordinate internally: translate customer needs into product requests, prioritize feature requests with PMs, and work with Delivery/Engineering to unblock deployments and escalations.
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Run quarterly business reviews (QBRs) and ROI/value reports that quantify outcomes and business impact for customers.
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Build scalable CS processes, onboarding templates, success plans, playbooks, and self-serve resources to reduce manual effort.
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Track and report on CS metrics: churn, retention rate, expansion ARR, time-to-value, product adoption, NPS/CSAT, and renewal rate.
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Advocate for customer feedback across the company and contribute to product roadmaps and messaging aligned to customer outcomes.
Preferred Qualifications:
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3–6 years in customer success, account management, or post-sales roles at a B2B SaaS, data, or AI company; enterprise/MID-market experience preferred.
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Proven track record reducing churn, improving adoption, and expanding customer accounts (examples and metrics strongly preferred).
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Comfortable with technical products — able to understand APIs, data workflows, integration points, and articulate technical value to non-technical stakeholders.
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Experience running onboarding, training, QBRs, and creating success playbooks or enablement materials.
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Strong stakeholder management skills — can coordinate across Sales, Product, Engineering, and Support to resolve issues and deliver outcomes.
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Data-driven: experience using product analytics, CRM and CS tools (Heap/Amplitude, Gainsight, ChurnZero, HubSpot/Salesforce) to monitor health and prioritize work.
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Excellent written & verbal communication in English; Urdu or local languages helpful for local clients.
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Comfortable working with international time zones and occasional travel for customer meetings.
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Degree in business, engineering, computer science, or equivalent; certifications in customer success or account management are a plus.
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Empathetic problem-solver with a customer-first mindset and strong bias for measurable outcomes.
