Customer Success Manager

Customer Success Manager

Location: Gurgaon and Mumbai

Work Model: Work From Office (WFO)

Employment Type: Full-Time

At Netcore Cloud, we partner with leading global brands to deliver AI-powered customer engagement at scale. We are looking for a senior, business-oriented Customer Success Manager who brings proven expertise in client-facing ownership, executive business reviews, and revenue growth across BFSI and E-commerce accounts.

This role is for someone who is comfortable sitting across the table from CXOs, owning commercial outcomes, and being directly accountable for retention, renewals, expansion, and revenue targets.

What Youll Do

• Own end-to-end customer success for a portfolio of , Retail / E-com / BFSI clients with clear accountability for retention, renewals, and growth
• Act as a trusted business advisor to senior stakeholders by deeply understanding customer business models, KPIs, and growth priorities
• Plan, lead, and present QBRs and MBRs with clear storytelling around ROI, performance, insights, and next-step recommendations
• Identify and drive upsell and cross-sell opportunities, contributing directly to revenue expansion and account growth
• Partner with customers to design and execute lifecycle, engagement, and retention strategies aligned to their business goals
• Drive product adoption and value realization, ensuring customers extract measurable outcomes from Netcores platform
• Proactively manage risks, handle escalations, and prevent churn through structured success plans
• Share data-backed insights, industry benchmarks, and best practices to continuously elevate customer maturity
• Collaborate closely with Sales, Product, Marketing, and Support to deliver on customer and revenue outcomes
• Build strong customer advocacy through case studies, testimonials, webinars, and industry forums

What Were Looking For (Non-Negotiable)

• 3+ years of proven experience in a client-facing Customer Success / Account Management role within SaaS / Martech / CRM
• Demonstrated ownership of QBRs, MBRs, renewals, upsell, cross-sell, and revenue targets
• Strong track record in driving customer retention, account growth, and commercial outcomes
• Experience working with enterprise or mid-market clients in Retail / BFSI / E-commerce domains
• Excellent executive communication, presentation, and stakeholder management skills
• Ability to translate data into clear business narratives and recommendations
• Comfortable operating in a high-accountability, WFO environment

Good to Have

• MBA / PGDM in Marketing or related field
• Experience working in fast-paced, high-growth SaaS organizations

Why Netcore?

• Work directly with leading global brands and large-scale customer engagement platforms
• Be part of a high-impact, revenue-owning CSM function, not a support role
• Learn and grow alongside some of the best minds in AI-driven Martech
• Open, ownership-driven culture that values outcomes over activity