Senior Customer Success Manager

Job Description: Senior Customer Success Manager (Sr.CSM) (India)

Position Title: Senior Customer Success Manager (CSM)
Location: India (Working US Hours)
Department: Customer Success
Reports To: Director of Customer Success 

About the Role:

We are seeking a strategic and results-oriented Senior Customer Success Manager (Sr. CSM) to join our team. In this role, you will act as the primary client advocate and trusted advisor, driving customer performance and long-term success through strategic collaboration and impactful solutions. As the central point of contact, you’ll work closely with Strategic Consultants, Technical Account Managers (TAMs), and Data Analysts to develop strategies, analyze performance, and optimize marketing initiatives.

This position is ideal for someone who thrives on solving complex challenges, driving measurable outcomes, and building strong client partnerships.

Key Responsibilities:

Strategic Client Partnership:

• Serve as the main point of contact for assigned clients, deeply understanding their business goals, challenges, and marketing strategies.
• Develop and refine omnichannel marketing strategies that align with client objectives and drive measurable outcomes.
• Build trusted relationships with key stakeholders, serving as a strategic advisor and advocate for their success.

Performance Optimization & Problem Solving:

• Partner with clients to define success metrics and establish performance benchmarks for their marketing programs.
• Provide regular reporting and actionable insights to clients, demonstrating ROI and identifying areas for improvement.
• Monitor campaign performance metrics in collaboration with Data Analysts, identifying trends, risks, and opportunities.
• Proactively identify potential gaps in performance or alignment and develop proactive solutions to enhance results.
• Address client challenges promptly, coordinating across internal teams to resolve issues and mitigate risks.

Driving Customer Strategy:

• Lead regular strategic planning sessions with clients, reviewing performance, aligning on objectives, and planning upcoming initiatives.
• Share best practices and industry trends to help clients innovate and stay ahead in their markets.
• Identify growth opportunities, including upselling and cross-selling solutions that align with client goals.
• Stay up-to-date on industry trends, tools, and best practices to deliver innovative strategies and insights.

Cross-Functional Collaboration:

• Act as the voice of the client internally, advocating for their needs and ensuring alignment across teams.
• Collaborate with internal and client technical teams to ensure seamless integration, data flow optimization, and technical excellence in campaign execution.
• Partner with Data Analysts to uncover data-driven insights that inform strategy and improve campaign outcomes.
• Work closely with internal teams, including Production Developers and Deliverability Specialists, to ensure campaigns are executed flawlessly and align with strategic goals.
• Provide feedback to internal Product and Marketing teams to enhance product offerings, workflows, and client experience.

Qualifications:

Strategic and Analytical Skills:

• Proven ability to develop and implement strategies that drive measurable results for clients.
• Strong analytical skills with experience interpreting data and providing actionable recommendations.
• Expertise in marketing campaign strategy, customer lifecycle management and performance measurement and optimization.

Collaboration and Communication Skills:

• Exceptional communication and relationship-building skills, with the ability to influence and align stakeholders.
• Experience working cross-functionally with technical, strategic, and data teams to deliver client success.
• Highly organized and detail-oriented, with the ability to manage multiple priorities and deadlines effectively.

Technical Skills:

• High proficiency using spreadsheets (MS Excel, Google Sheets) and creating presentations (MS Powerpoint, Google Slides) for client deliverables.
• Proficiency in analytics tools, including Google Analytics and Adobe Analytics, to interpret campaign and audience data effectively.
• Experience using reporting platforms such as Tableau, Power BI, or similar tools.
• Understanding of email marketing KPIs, segmentation, and personalization best practices.
• Familiarity with marketing automation platforms (e.g., Salesforce Marketing Cloud, Adobe Campaign, HubSpot).
• Familiarity working with ecommerce platforms (Shopify, Magento, etc.) is a plus.

Education and Experience:

• Bachelor’s degree in Marketing, Business, or a related field.
• 4-6+ years of experience in customer success, account management, or a similar client-facing role.
• Experience working with enterprise-level retail clients with complex marketing programs.