INSIDEA

Senior Customer Success Manager

INSIDEA

full-time

Posted on:

Location Type: Remote

Location: India

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Job Level

Senior

About the role

  • Support, own, and enforce the overall Customer Experience (CX) strategy.
  • Lead the escalation point and manage complex incident handling.
  • Ensure robust case management and structured follow-ups.
  • Standardize process governance and compliance across accounts.
  • Audit delivery quality and implement improvements where required.
  • Manage risk proactively and mitigate potential service disruptions.
  • Collaborate cross-functionally to streamline workflows and improve operational efficiency.
  • Maintain strong client relationships and ensure satisfaction across all touchpoints.

Requirements

  • 5+ years in Customer Success, Delivery Management, or Account Governance within SaaS, CRM (preferably HubSpot), or Digital Implementation environments.
  • Experience managing high-value or complex multi-stakeholder accounts.
  • Proven expertise in incident management and escalation handling.
  • Proven ability to identify early risk indicators, conduct structured root-cause analysis, and implement preventive frameworks across multiple accounts.
  • Experience contributing to client experience strategy initiatives.
  • Exceptional executive-level communication skills (written and verbal) with a neutral accent.
  • Ability to take control in high-pressure situations and drive resolution with clarity and authority.
  • Demonstrated ability to hold internal teams accountable for timelines and commitments.
Benefits
  • Flexible work arrangements
  • Professional development
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
incident managementcase managementroot-cause analysisrisk managementprocess governancecomplianceoperational efficiencycustomer experience strategydelivery managementaccount governance
Soft Skills
executive-level communicationhigh-pressure situation managementclient relationship managementcross-functional collaborationaccountabilityproblem-solvingstructured follow-upsstakeholder managementclarity in communicationauthority in resolution