GTM Success Manager II

Responsibilities

• Drive product adoption, retention, and growth for strategic mid-market SaaS accounts.
• Act as a proactive customer advocate and trusted advisor to customer stakeholders and executive sponsors.
• Develop and execute strategic account plans, business reviews, and customer success plans.
• Build and deepen customer relationships throughout the subscription lifecycle.
• Monitor adoption and utilization trends, identify risks, and recommend actions based on customer needs.
• Identify renewal risk and partner with internal teams to support successful renewals.
• Coordinate with internal stakeholders to align account activities with customer business strategy.
• Educate customers on new features and product releases.
• Capture and communicate customer feedback to support product and service improvements.
• Manage multiple customer projects, expectations, issue tracking, triage, and crisis communications.
• Present technical information and business updates clearly to non-technical audiences.

Requirements

• Full-time bachelor's degree in any field.
• 3–5 years of customer success or account management experience in a competitive SaaS environment, preferably supporting mid-market accounts in US markets.
• Willingness to work the required night shift: 5:00 p.m.–2:00 a.m. IST or 7:00 p.m.–4:00 a.m. IST.
• Willingness to work hybrid, three days per week in the office and two days from home.
• Strong communication, presentation, relationship management, and crisis-management skills.
• Ability to communicate difficult or sensitive information tactfully.
• Understanding of go-to-market processes and how Revenue Operations, enablement, sales, and customer success teams operate.
• Ability to communicate technical information to non-technical audiences.
• Self-motivated, collaborative, adaptable, and customer-focused.

Nice to Have

• Familiarity with sales methodologies and playbooks such as Sandler, Winning by Design, or MEDDIC.