Customer Success Manager
On-siteBengaluru, Karnataka, India
Job Summary
Own the end-to-end customer lifecycle and build trusted relationships with enterprise customers and senior stakeholders. Drive adoption, value realization, customer health, retention, renewals, and Net Revenue Retention across the portfolio. Conduct quarterly business reviews focused on business outcomes and strategic priorities while proactively identifying churn risks and developing mitigation strategies. Identify and drive upsell and cross-sell opportunities across SASE, SD-WAN, security, and managed services. Act as the voice of the customer, leading cross-functional initiatives with Sales, Solutions Engineering, and Product teams to deliver measurable outcomes. Maintain accurate forecasts in Salesforce and leverage data-driven insights to manage accounts.
Required Qualifications
- 8+ years of experience in Customer Success, Account Management, Service Delivery, or Technical Account Management within a SaaS, SASE, networking, cybersecurity, or managed services environment
- 10+ years of experience in Customer Success, Account Management, Service Delivery, Technical Account Management, or related enterprise customer-facing roles
- Proven experience managing strategic, global, and complex enterprise accounts
- Strong knowledge of SaaS, SASE, SD-WAN, networking, cybersecurity, cloud connectivity, or managed services
- Experience engaging with CIOs, CISOs, CTOs, IT Directors, and senior technology stakeholders
- Demonstrated success in customer retention, renewals, adoption, expansion, and executive relationship management
- Understanding of recurring revenue metrics including ARR, ACV, GRR, NRR, churn, and renewal rates
- Experience with Salesforce or equivalent CRM platforms
- Strong communication, analytical, problem-solving, commercial, and stakeholder management skills
- Ability to operate independently in a fast-paced, global technology environment and work US business hours supporting North American customers
Desired Qualifications
- Experience with Unified SASE, SSE, Zero Trust, ZTNA, SWG, CASB, FWaaS, SD-WAN, cloud networking, or global enterprise network transformation
- Experience with Fortune 500/multinational customers
- AI-driven customer health or churn analytics
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