Job Description & How to Apply Below
Enterprise Customer Success Manager - India - efgh
Join our AI platform as an Enterprise Customer Success Manager focused on our high-value Indian customer portfolio. You'll be responsible for managing $1.5M+ in ARR while driving expansion, retention, and customer advocacy across our fastest-growing market.
About Plotline
Proven track record as an enterprise-grade app personalisation platform serving apps like Dream
11, Zepto, Upstox globally. Our India market represents one of our most strategic growth regions, with customers ranging from emerging startups to established enterprises leveraging our AI-driven personalization solutions.
About This Role
As our Enterprise CSM for India, you'll own the success journey for our highest-value customers in the region. You'll work closely with technical teams, C-level executives, and cross-functional stakeholders to ensure maximum value realization from our platform while identifying opportunities for growth and expansion.
Key Challenges You'll Solve
Customer Retention & Growth - Maintain 95%+ gross revenue retention while driving 120%+ net revenue retention across your portfolio
Value Realization - Ensure customers achieve measurable ROI and business outcomes through strategic implementation of our AI personalization platform
Cultural Navigation - Build deep relationships across diverse business cultures and decision-making processes in the Indian market
Technical Partnership - Bridge the gap between complex AI/ML capabilities and business value for technical and non-technical stakeholders
Outcomes Expected
Q1 Objectives: Achieve 98%+ retention rate and identify $150K+ expansion opportunities across existing portfolio
Q2 Objectives: Drive $300K+ in expansion revenue while maintaining customer health scores above 8.5/10
Year 1 Objectives: Deliver $1.8M+ in total ARR ($1.5M retention + $300K+ expansion) and establish 3+ customer advocates for case studies and references
Responsibilities
Customer Success & Retention
Own customer lifecycle management for enterprise accounts ($50K-$200K+ ACV)
Conduct regular business reviews and strategic planning sessions with key stakeholders
Monitor customer health metrics and proactively address risks to renewal
Drive product adoption and feature utilization to maximize platform value
Manage contract renewals and negotiations for existing customers
Growth & Expansion
Identify and qualify expansion opportunities within existing accounts
Collaborate with sales teams on upsell and cross-sell initiatives
Develop expansion proposals and business cases for additional use cases
Present ROI analysis and success metrics to justify platform investments
Build champions and advocates within customer organizations
Market & Relationship Development
Serve as primary point of contact for strategic enterprise customers
Build relationships with C-level executives, IT leaders, and business stakeholders
Understand local market dynamics and customer needs in the Indian context
Provide market insights and customer feedback to product and strategy teams
Represent company at industry events and customer conferences
Process & Excellence
Maintain accurate customer data and forecasting in CRM systems
Create and execute customer success plans and adoption strategies
Develop best practices for enterprise customer management
Collaborate with support and technical teams on customer implementations
Document case studies and success stories for marketing and sales enablement
Requirements
Professional Experience
2+ years of enterprise customer success or account management experience, preferably in AI/SaaS/technology
Proven track record managing $1M+ ARR portfolios with strong retention and expansion metrics
Experience working with Indian enterprises and understanding of local business practices
Background in technical or consultative customer-facing roles
Core Competencies
Customer Champion
Obsessive focus on customer outcomes and value realization
Proven ability to build trust and credibility with enterprise stakeholders
Strong project management and implementation expertise
Experience managing complex, multi-stakeholder relationships
Growth Driver
Track record of identifying and closing expansion opportunities
Consultative selling skills and business acumen
Ability to articulate ROI and business value of technical solutions
Experience with contract negotiations and renewal processes
Market Navigator
Deep understanding of Indian business culture and decision-making processes
Ability to work across time zones and communicate with global teams
Cross-cultural communication and relationship-building expertise
Adaptability to local market needs and customer expectations
Strategic Thinker
Data-driven approach to customer success metrics and forecasting
Ability to synthesize customer insights into product and strategy recommendations
Strong analytical and problem-solving capabilities
Experience with customer success platforms and analytics tools
Ready to drive success for our most valuable Indian customers If you're passionate…
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