Senior Customer Success Manager

About

The Role

You will be responsible for providing complete support to the customers for Clever Tap on value realization, solution engineering and product adoption with the customer's system, retain and grow Clever Tap business by effective customer success management.

Note :
This role operates on Pacific Standard Time (PST), with core working hours from 8:00 AM to 4:00 PM PST.

What Will You Do

Drive the product adoption to help customer achieve their business outcomes and realize value (build Success Plans)
Develop an intimate understanding of your customers' businesses, conduct health checks
Develop a network of champions within each account through education, coaching, and strong influencing skills
Represent to our customers as a trusted advisor, advocate and marketing thought leader/subject-matter-expert, conduct regular executive business reviews
Collaborate with customers to develop, launch, and manage marketing campaigns focused on engagement and revenue goals
Be an expert on trends and best practices for digital marketing and analytics
Enlighten our customers with insights gleaned from their own data and industry trends
Ensure customers get maximum value from Clever Tap by leveraging full platform functionality
Liaison between your customers and all the internal teams
Handle customer concerns with confidence, putting them  renewal planning and execution end-to-end (timeline, risks, commercial proposal inputs, stakeholder alignment)
Drive account expansion ('farming'): identify upsell/cross-sell opportunities, build business cases, run pricing/value conversations, and close expansion with internal approvals
Lead contract handling: coordinate MSA/SOW/order forms, redlines, procurement, security reviews, and internal deal desk/legal processes
Forecast account outcomes: maintain renewal + expansion pipeline, risks, and next steps; provide accurate rollups to leadership
Manage commercial escalations: handle budget objections, competitive pressure, scope changes, and negotiate win-win outcomes
Ensure clean execution on billing/entitlement topics (product packaging, usage tiers, overages, credits) in partnership with finance/revops

Must Haves

What we are looking for:

Graduation- B.E (Computer Science) /

B.E(Information Technology)/

B.Sc (IT)
6+ years of experience as a Customer Success Manager or Account Manager, preference for marketing, agency, or consulting experience
Strong technical aptitude. Can confidently project manage a technical project with many moving pieces
Need to be available between 8AM PST to 4PM PST

Good To Have

Experience in SaaS
Post-Graduation- MBA – Marketing, PGDM, Diploma courses in Digital Marketing

Measures Of Success

Retention Rates:
Client renewal and churn rates
Product Adoption:
Depth and breadth of platform features utilized by clients.
ROI Performance:
Effectiveness of client campaigns / Engagement executed using our platform
Client Satisfaction:
Measured through Net Promoter Score, Case studies published & feedback
Expansion:
Measured through upsell & cross-sell of our platform

Who you will report to:  Director - Customer Success

Why join us

Contribute to a product backed by 11 technology patents, showcasing industry-leading innovation.
You are passionate about technology and its impact on the high-growth mobile technology space
Power personalized engagement at scale, processing over 30 billion events daily and reaching 3+ billion devices worldwide.
Flourish in an Environment that Nurtures Growth and Curiosity

Learn More

Get to know us better before you apply!

Check out our product documentation, blog, and customer stories to see how we work and what we value.

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Clever Tap Product Demo

About Clever Tap

Clever Tap is the leading all-in-one customer engagement platform, trusted by over 2,000 global brands—including marquee Fortune 500 companies —to deliver personalized experiences ognized as a leader in customer engagement by Forrester and Gartner, and ranked among G2's Top 10 Best Software Companies in India, we empower brands to build long-lasting customer relationships.

At the forefront of our innovation is Clever

AI, driving the…