Customer Success Manager

Location:

Onsite – Mumbai

Reports to:

CEO
Network Science is a global AI innovation platform driving enterprise AI transformation through a metric-backward approach. With  150+ AI projects  delivered and a curated ecosystem of  70+ deep-tech startups , we empower enterprises to realize measurable business outcomes. Our SaaS-based AI solutions enable clients to adopt AI seamlessly, fostering innovation, scalability, and industry leadership through speed, simplicity, and co-creation.

Role

Summary:

As a  Customer Success Manager  at Network Science, you will be instrumental in managing    the success and retention of our B2B SaaS clients. You will lead onboarding, adoption, and    ongoing relationship management for enterprise customers, ensuring they maximize value from our AI-powered SaaS solutions.

Your role will be critical in driving customer satisfaction, reducing churn, and expanding account growth through proactive engagement and strategic support.

Key Responsibilities:

· Own the full customer lifecycle for B2B SaaS clients, from onboarding to renewal and expansion.

· Drive adoption of Network Science’s SaaS AI platform by understanding client needs and aligning solutions accordingly.

· Monitor customer health metrics, usage data, and feedback to identify risks and opportunities for upsell or cross-sell.

· Collaborate closely with product, engineering, and AI/ML teams to resolve client issues swiftly and advocate for customer-driven enhancements.

· Build and maintain strong relationships with multiple stakeholders across enterprise accounts to ensure alignment and satisfaction.

· Facilitate smooth implementation and integration of SaaS solutions within client environments.

· Develop and execute strategic customer success plans focused on retention, satisfaction, and growth.

· Deliver regular business reviews and performance reports to clients and internal leadership.

· Proactively identify and mitigate churn risks while driving customer advocacy and loyalty.

Qualifications:

· Minimum 1+ years of experience in Customer Success, Account Management, or Client Services in a B2B SaaS environment.

· Proven track record in managing and growing enterprise accounts with a focus on customer retention and satisfaction.

· Strong analytical skills to interpret SaaS usage data, customer feedback, and performance metrics.

· Excellent communication, negotiation, and interpersonal skills tailored to enterprise stakeholders.

· Ability to think strategically and execute tactically in a fast-paced, technology-driven environment.

· Proactive problem-solving skills with a customer-first mindset.

· Master’s degree in business, Marketing, or related field preferred.

· Experience in AI, enterprise software, or technology sectors is a strong advantage.

What We Value:

· Empathy combined with a results-driven approach, you deliver value while maintaining strong client relationships.

· Ownership mentality: you anticipate challenges and act before they impact the customer.

· Strong collaboration skills to work seamlessly across product, engineering, and sales teams.

· Customer-centric focus with a passion for driving meaningful business outcomes.

· Clarity, accountability, and sound judgment in all interactions.
Join Network Science to be part of a leading-edge SaaS AI platform transforming enterprises worldwide. If you’re passionate about customer success in the SaaS space and thrive on building deep client partnerships, this role is perfect for you.

What You Won’t Find Here:
Micromanagement disguised as process
Endless meetings without decisions
“Just ship it” engineering that creates long-term mess
We value  clarity, accountability, and strong engineering judgment.

What We Offer:

· The chance to work closely with cutting-edge AI-powered SaaS platforms that are transforming enterprise operations.

· High ownership and autonomy in managing strategic customer relationships and driving success outcomes.

· A dynamic, fast-paced environment that fosters continuous learning and professional growth, with access to AI/ML experts and innovative technologies.

· Competitive compensation and benefits package reflective of your experience and impact on customer success.

· Opportunity to shape customer success strategies and directly influence product enhancements through close collaboration with cross-functional teams.