Sr Customer Success Manager

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 primary escalation point for complex customer issues and work cross-functionally to drive timely resolution

- Own NPS for your portfolio — identify drivers of customer sentiment, close the loop on feedback, and drive targeted actions to improve NPS and build long-term advocacy

- Identify patterns across customers and contribute to improving customer success playbooks, processes, and product feedback loops

- Mentor and support other Customer Success Managers through call reviews, deal strategy discussions, and best practice sharing

- Collaborate with the Marketing team to build customer advocacy through case studies, testimonials, referrals, and community participation

- Proactively leverage AI to improve customer outcomes, streamline workflows, and scale customer success processes

An independent Customer Support team is responsible for responding to customers' questions while using the product. As a Sr CSM, you are expected to be a strategic consultant to y