Customer Success Manager

Large incident response engagements can involve 20 or more responders working in shifts for weeks. We operate security operations centres on three continents, so alerts are triaged by analysts on day shift wherever they arrive. Founded in 2015, we now have 290 employees.

Position summary:

Tiwari Cyber has an opening for a Customer Success Manager. Success in this role is measured on gross retention, product adoption and account health scores. Fully remote. You can work from anywhere in India. Normal working hours, Monday to Friday. A stable internet connection and a backup power option are required.

What you'll be doing:

• Flag expansion opportunities to the account executive or account manager.
• Drive renewals alongside the commercial team, starting 120 days out.
• Lead kickoff calls and onboarding plans with new customers.
• Monitor usage and health scores in Gainsight and act on red flags.
• Report monthly on churn risk and saves.
• Build success plans with measurable goals for each account.
• Recruit happy customers for references and case studies.

What you need:

• 3-5 years in customer success, account management or implementation at a SaaS company.
• Calm under pressure when a customer is angry.
• Able to learn a technical product and explain it in plain terms.
• Comfortable presenting to directors and VPs.
• Working knowledge of Salesforce.
• Familiar with Gainsight, ChurnZero, Totango or a similar CS platform.
• Organised across many accounts at once.

Preferred qualifications:

• Zendesk or Intercom experience.
• SQL or Looker for pulling your own account data.
• Background in healthcare, logistics or financial services customers.
• Experience with usage-based pricing.

₹10-12.5 LPA

What we offer:

• Health insurance for you and your family.
• Provident fund.
• Paid leave.
• Group term life insurance.
• Internet reimbursement.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Tiwari Cyber.