Senior Customer Success Manager

Job description Roles and Responsibilities Own a portfolio of high-value institutional accounts (IITs, IIMs, top business schools and universities) as the single accountable point of contact. Drive platform adoption across departments admissions, program management, academics, student life and grow active usage. Oversee complex, multi-stakeholder onboarding and implementation, aligning go-live timelines to academic calendars. Own gross and net retention; drive expansion into new modules, departments, and campuses. Manage a team of Customer Success Executives to drive implementation of product on campuses Channel structured customer feedback to the product team to shape the roadmap. Resolve escalations independently and reduce founder dependency on account relationships. 3+ years in B2B SaaS Customer Success, Account Management, or Implementation, owning large accounts end-to-end. Proven track record managing complex, multi-stakeholder enterprise or institutional accounts with long adoption cycles. Experience of managing a team for 2 years+ is preferred : Excellent proactive, written communication; a bias toward ownership. Based in or open to relocating to Lucknow; willing to travel to client sites. Preferred : Experience working with Indian higher education / K-12 institutions (IITs, IIMs, universities, schools, or government education bodies); EdTech or vertical SaaS background. Pay: ₹600,000.00 - ₹800,000.00 per year Benefits : Health insurance Work Location: In person