Senior Customer Success Manager at CleverTap

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Full Time

Start Date

Immediate

Expiry Date

13 Apr, 26

Salary

0.0

Posted On

13 Jan, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Success Management, Technical Aptitude, Project Management, Digital Marketing, Analytics, Campaign Management, Data Insights, Account Expansion, Contract Handling, Forecasting, Client Satisfaction, Renewal Planning, Upselling, Cross-Selling, Stakeholder Alignment, Health Checks, Executive Business Reviews

Industry

technology;Information and Internet

Description

About the Role: 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, retain and grow CleverTap business by effective customer success management. What will you do: Drive the product adoption to help customer achieve their business outcomes and realize value (build Success Plans) Develop an intimate understanding of your customers’ businesses, 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, 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 Handle customer concerns with confidence, putting them at ease. Own renewal planning and execution end-to-end (timeline, risks, commercial proposal inputs, 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 What we are looking for: Must Haves: 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 8AM PST to 4PM PST Good To Have: Experience in SaaS Post-Graduation- MBA – Marketing, PGDM, Diploma courses in Digital Marketing Measures of Success: Retention Rates: Client renewal and churn rates Product Adoption: Depth and breadth of platform features utilized by clients. ROI Performance: Effectiveness of client campaigns / Engagement executed using our platform Client Satisfaction: Measured through Net Promoter Score, Case studies published & feedback Expansion: Measured through upsell & cross-sell of our platform Who you will report to: Director - Customer Success Why join us Contribute to a product backed by 11 technology patents, showcasing industry-leading innovation. You are passionate about technology and its impact on the high-growth mobile technology space Power personalized engagement at scale, processing over 30 billion events daily and reaching 3+ billion devices worldwide. Flourish in an Environment that Nurtures Growth and Curiosity Learn More Get to know us better before you apply! Check out our product documentation, blog, and customer stories to see how we work and what we value. Clever.AI Blogs Redefining Customer Engagement in the AI Era TesseractDB™ CleverTap Product Demo About CleverTap: 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. At the forefront of our innovation is CleverAI, driving the next wave of AI-powered engagement. With CleverAI, brands can stay ahead in a rapidly evolving market, creating deeper connections that spark loyalty and growth. Underpinning Cleverai is TesseractDB™, our purpose-built, 11-patent data platform designed for speed and cost efficiency in customer engagement. Backed by Accel, Peak XV Partners, Tiger Global, CDPQ, and 360 One, CleverTap is headquartered in San Francisco, with offices in Seattle, Toronto, Vancouver, London, São Paulo, Bogota, Mexico, Amsterdam, Sofia, Dubai, Mumbai, Bangalore, Gurgaon, Singapore, Ho Chi Minh City, Manila, and Jakarta. For more information, visit https://clevertap.com/ or follow us on Linkedin and X. Join us in shaping the future of engagement. CleverTap is dedicated to establishing an inclusive culture that welcomes individuals from diverse backgrounds, encouraging them to contribute their unique perspectives to our workplace.

Responsibilities

The Senior Customer Success Manager will drive product adoption and ensure customers achieve their business outcomes while maximizing value from CleverTap. They will also manage account expansion and handle customer concerns effectively.