Senior Customer Success Manager

You will be responsible for providing complete support to the customers for CleverTap on value realization, solution engineering, and product adoption with the customer's system. Your main focus will be on retaining and growing CleverTap business through effective customer success management. This role operates on Pacific Standard Time (PST), with core working hours from 8:00 AM to 4:00 PM PST. **Key Responsibilities:** - Drive the product adoption to help customers achieve their business outcomes and realize value by building Success Plans. - Develop an intimate understanding of your customers' businesses and conduct health checks. - Develop a network of champions within each account through education, coaching, and strong influencing skills. - Represent to our customers as a trusted advisor, advocate, and marketing thought leader/subject-matter-expert, and conduct regular executive business reviews. - Collaborate with customers to develop, launch, and manage marketing campaigns focused on engagement and revenue goals. - Be an expert on trends and best practices for digital marketing and analytics. - Enlighten our customers with insights gleaned from their own data and industry trends. - Ensure customers get maximum value from CleverTap by leveraging full platform functionality. - Liaison between your customers and all the internal teams. - Own renewal planning and execution end-to-end, including timeline, risks, commercial proposal inputs, and stakeholder alignment. - Drive account expansion (farming): identify upsell/cross-sell opportunities, build business cases, run pricing/value conversations, and close expansion with internal approvals. - Lead contract handling: coordinate MSA/SOW/order forms, redlines, procurement, security reviews, and internal deal desk/legal processes. - Forecast account outcomes: maintain renewal + expansion pipeline, risks, and next steps; provide accurate rollups to leadership. - Manage commercial escalations: handle budget objections, competitive pressure, scope changes, and negotiate win-win outcomes. - Ensure clean execution on billing/entitlement topics (product packaging, usage tiers, overages, credits) in partnership with finance/revops. **Qualifications Required:** - Graduation- B.E (Computer Science) / B.E(Information Technology)/ B.Sc (IT). - 6+ years of experience as a Customer Success Manager or Account Manager, preference for marketing, agency, or consulting experience. - Strong technical aptitude. Can confidently project manage a technical project with many moving pieces. - Need to be available between 8 AM PST to 4 PM PST. **Good To Have:** - Experience in SaaS. - Post-Graduation- MBA Marketing, PGDM, Diploma courses in Digital Marketing. CleverTap is the leading all-in-one customer engagement platform, trusted by over 2,000 global brands including marquee Fortune 500 companies to deliver personalized experiences at scale. Recognized as a leader in customer engagement by Forrester and Gartner, and ranked among G2's Top 10 Best Software Companies in India, we empower brands to build long-lasting customer relationships. You will be responsible for providing complete support to the customers for CleverTap on value realization, solution engineering, and product adoption with the customer's system. Your main focus will be on retaining and growing CleverTap business through effective customer success management. This role operates on Pacific Standard Time (PST), with core working hours from 8:00 AM to 4:00 PM PST. **Key Responsibilities:** - Drive the product adoption to help customers achieve their business outcomes and realize value by building Success Plans. - Develop an intimate understanding of your customers' businesses and conduct health checks. - Develop a network of champions within each account through education, coaching, and strong influencing skills. - Represent to our customers as a trusted advisor, advocate, and marketing thought leader/subject-matter-expert, and conduct regular executive business reviews. - Collaborate with customers to develop, launch, and manage marketing campaigns focused on engagement and revenue goals. - Be an expert on trends and best practices for digital marketing and analytics. - Enlighten our customers with insights gleaned from their own data and industry trends. - Ensure customers get maximum value from CleverTap by leveraging full platform functionality. - Liaison between your customers and all the internal teams. - Own renewal planning and execution end-to-end, including timeline, risks, commercial proposal inputs, and stakeholder alignment. - Drive account expansion (farming): identify upsell/cross-sell opportunities, build business cases, run pricing/value conversations, and close expansion with internal approvals. - Lead contract handling: coordinate MSA/SOW/order forms, redlines, procurement, security reviews, and internal deal desk/legal processes. - Forecast account outcomes: maintain renewal + expansion pipelin