HR Force International Private Limited

Customer Success Manager, B2B SaaS, RegTech

HR Force International Private Limited

contract

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Location: Virginia • 🇺🇸 United States

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Job Level

Mid-LevelSenior

About the role

  • Serve as the primary relationship owner for assigned enterprise accounts.
  • Lead customer onboarding, training, and adoption programs to ensure success.
  • Drive renewals, retention, and expansion, meeting Net Revenue Retention (NRR) and churn targets.
  • Conduct Quarterly Business Reviews (QBRs) and regular check-ins with senior client stakeholders.
  • Proactively monitor customer health scores, product usage, and satisfaction to identify risks and opportunities.
  • Collaborate with product, engineering, and support teams to resolve issues and escalate where needed.
  • Identify and pursue upsell and cross-sell opportunities in collaboration with the sales team.
  • Advocate for the customer internally, sharing insights and feedback with product and leadership teams.
  • Maintain accurate records of customer interactions, renewals, and pipeline in CRM and success tools.
  • Develop customer-facing resources (playbooks, FAQs, success guides) to enable scalable success.

Requirements

  • Bachelor’s degree in Business, Marketing, IT, or related field.
  • 4–6 years of experience in customer success, account management, or client engagement roles, preferably in SaaS or enterprise technology.
  • Proven track record of owning renewals and expansions in B2B SaaS.
  • Strong understanding of SaaS metrics (churn, NRR, adoption rate, customer health score).
  • Excellent relationship management and communication skills, with experience presenting to senior stakeholders.
  • Strong problem-solving and analytical skills with a customer-first mindset.
  • Experience with CRM and customer success tools (Salesforce, Gainsight, HubSpot, Totango, etc.).
  • Experience in RegTech, fintech, or compliance SaaS. (Preferred)
  • Ability to manage enterprise customers with complex compliance processes and multiple stakeholders. (Preferred)
  • Exposure to enterprise SaaS contract negotiations (renewals, upsells). (Preferred)
  • Ability to work cross-functionally in a global, fast-paced environment. (Preferred)