Client Success Manager (SaaS)
Hybrid · Chennai, Tamil Nadu, India
Job Summary
Client Success Manager (SaaS) responsible for end-to-end onboarding, adoption, and retention of SaaS clients post-sale. Own customer lifecycle, drive time-to-value and KPI reporting, develop success plans, and serve as the primary client liaison with Product, Engineering, and Support. Lead governance forums, prioritize client requests via JIRA, coordinate cross-functional delivery, translate client feedback into product improvements, and deliver high-quality client deliverables (reports, dashboards, executive presentations). Requires strong analytics, stakeholder management, experience with enterprise clients, and capability to operate across global time zones in a hybrid Chennai-based role.
Required Qualifications
- 6–8+ years of professional experience in SaaS Customer Success, Client Success, or client-facing consulting roles
- Proven experience managing post-sale customer lifecycle (onboarding, adoption, retention)
- Hands-on experience with enterprise clients and complex client environments
- Experience working with Agile teams, product organizations, and cross-functional stakeholders
- Strong communication and stakeholder management skills with ability to engage executive audiences
- Structured problem-solving and operational discipline, particularly in ticket/workflow management
- Ability to translate business needs into product and delivery requirements
- Proficiency with JIRA and ticket/workflow management tools
- Experience with analytics/reporting tools (Excel, Power BI, Tableau or similar)
- Familiarity with product analytics tools (Mixpanel, Pendo, Gainsight)
- Proficiency in PowerPoint and client presentation development
- Basic understanding of SQL and data analysis concepts
- Experience leveraging AI tools for workflow optimization and communication
- Bachelor’s degree in Business, Engineering, Computer Science, IT, or related field
- Fluency in English
- Mobility to work in a hybrid model based in Chennai, India
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