Job Title

Role OverviewAt Saras Analytics, Customer Success is a revenue-owning function, not a post-sales support extension. The Customer Success Manager (CSM) is accountable for driving measurable business outcomes — renewals, expansion, product adoption, and customer advocacy.This role exists to ensure customers realize tangible value from our products while contributing directly to 120%+ Net Revenue Retention (NRR) and scalable revenue growth.We are looking for outcome-driven professionals who can own revenue, influence stakeholders, and operate with a structured, AI-first approach to customer success.Role PurposeTo drive customer retention, expansion, adoption, and advocacy by owning the full post-sales lifecycle — from onboarding to renewal — while acting as the voice of the customer within the organization.Key Responsibilities1. Revenue Ownership & Expansion (Primary KPI)Own renewals, upsell, and cross-sell opportunities for assigned accountsDrive account expansion through:Product adoptionUsage-based insightsWorkflow optimization and value realizationExecute structured expansion motions aligned to the sales journey:Technical Win → Functional Win → Value Win → Commercial → LegalMaintain strict renewal calendar discipline to ensure zero renewal missesContribute directly to achieving and exceeding 120%+ NRR2. Onboarding & Time-to-ValueOwn onboarding for assigned customer segments (Pulse customers and Sales-led Daton deals)Define and track clear onboarding success criteriaOptimize onboarding cycle time and accelerate time-to-valueRemove blockers by collaborating with Support, Product, and Engineering teams3. Customer Engagement, CSAT & NPSRun structured engagement cadences:Monthly reviews and QBRs for high-revenue accountsOwn CSAT and NPS outcomes for assigned accountsConvert:Promoters → AdvocatesPassives → PromotersDetractors → Improved satisfaction through structured action plans4. Product Adoption & Value RealizationDrive adoption of core features across productsUse adoption tracking to identify:Low-adoption risk accountsExpansion-ready accountsDeliver measurable quarter-over-quarter improvements in adoptionLeverage playbooks, AI-driven insights, and guided workflows to increase product stickiness5. Product Feedback LoopCapture structured customer feedback using defined frameworksQuantify impact of feedback (ARR, churn risk, CSAT impact, ticket volume)Act as the voice of the customer to Product, Design, and Support teamsTrack and communicate outcomes of product improvements6. Advocacy, Referrals & Market InfluenceDrive customer advocacy initiatives:Reviews (G2, Capterra)TestimonialsLinkedIn mentionsCase studiesPartner with Marketing and Partnerships teams to generate:Customer referralsPipeline influenceCandidate Qualifications3–6 years of experience in Customer Success, Account Management, or revenue-owning roles (preferably in SaaS or B2B tech)Proven track record of owning renewals and driving expansion revenueExperience managing mid-market or enterprise accountsStrong stakeholder management and executive communication skillsAnalytical mindset with comfort using product usage data and performance metricsAbility to thrive in a fast-paced, outcome-driven environment