Role: CSM (Customer Success Manager)

Location: Chandigarh Region (Hybrid)
Work Mode: Onsite/Hybrid
Experience Required: 2-4 Years (Minimum 2+ Years SaaS / IT Services – US & Europe Region
Preferred)

Role Overview
We are looking for a performance-driven and commercially strong Customer Success
Manager (CSM) who can manage client relationships while actively driving revenue growth
through upselling, cross-selling, and account expansion opportunities.
Upsell and Account Expansion is a primary Key Result Area (KRA) for this role.
The ideal candidate must have hands-on experience with HubSpot (CRM) and Zendesk
(Support & Ticket Management) and should be capable of maximising customer lifetime
value, improving product adoption, and reducing churn.

Key Responsibilities

1. Revenue Growth & Upselling (Primary KRA)
 Identify upsell and cross-sell opportunities within existing accounts.
 Drive plan upgrades (monthly to quarterly to annual).
 Recommend higher-tier solutions based on client usage and business needs.
 Present value-driven proposals and pricing justifications.
 Track and achieve upsell and revenue expansion targets.
 Maintain upsell forecasting and pipeline tracking in HubSpot CRM.

2. Account Management & Retention
 Manage a portfolio of assigned client accounts (US & Europe region).
 Build strategic relationships with key stakeholders.
 Conduct regular business review and engagement calls.
 Monitor customer health metrics and proactively reduce churn.
 Act as the primary escalation point for clients.

3. Onboarding & Product Adoption
 Lead onboarding sessions and product demonstrations.
 Drive feature adoption and client engagement.
 Improve onboarding documentation and workflows.
 Ensure clients derive measurable value from the platform.

4. Support & Issue Resolution
 Manage and resolve tickets using Zendesk.
 Maintain accurate client data and activity logs in HubSpot.
 Coordinate with Technical and Product teams for issue resolution.
 Ensure SLA adherence and high customer satisfaction (CSAT).

Key Performance Indicators (KPIs)
 Upsell & Expansion Revenue
 Renewal Rate
 Churn Reduction
 Product Adoption Rate
 Customer Health Score
 Ticket Resolution Time & CSAT 

Required Skills & Experience
 Minimum 2+ years of experience in Customer Success (SaaS/IT Services).
 Strong track record of achieving upsell and expansion targets.
 Experience managing US / European clients.
 Hands-on experience with HubSpot CRM and Zendesk.
 Experience in API-based SaaS products preferred.
 Strong commercial acumen and negotiation skills.
 Excellent communication and presentation skills.

Qualification Required 

MBA in Sales/ Sales & Marketing/ or Degree in related field