SrCustomerSuccessManager

As a Senior Customer Success Manager, you will own a portfolio of Almabase’s most strategic and high-value enterprise customers. You will work closely with senior stakeholders on the customer side, drive measurable outcomes, and play a key role in improving our customer success playbooks and processes. Work Timing Our customer base is mostly situated in the US. Therefore, you are expected to work during US hours: 8am to 5pm EST. Work Location We expect all team members to work from the Bangalore office. We follow a hybrid work policy, requiring you to work from the office at least 2 days per week, and atleast 3-4 days during onboarding (first 3 months). Responsibilities - KPIs: onboarding (CSAT and time to first value), account retention, customer health, revenue expansion (influence), product adoption, and building advocates (Retention is a shared accountability with the Account Manager) - Own the complete post-sales customer journey for a portfolio of Almabase’s largest and most complex enterprise customers (Onboarding → Adoption → Retention → Advocacy) - Become a trusted advisor to senior stakeholders (Directors, VPs), helping them achieve measurable alumni engagement and fundraising outcomes. Build and maintain strong relationships with champions and key stakeholders - Drive product adoption and customer outcomes by deeply understanding customer workflows, enabling customers through onboarding, training, and workshops, and solving complex use cases using the Almabase product - Drive a structured engagement cadence, including regular check-ins and strategic business reviews (QBRs) focused on outcomes, ROI, and long-term alignment - Own customer health and retention strategy — proactively identify risks, drive mitigation plans, and partner with the Account Manager to support successful renewals - Identify and strategically position expansion opportunities within your accounts, and partner with the Account Manager to drive these opportunities forward - Act as the p