Seismic is a digital marketing platform that helps businesses create stronger connections with their audiences through QR codes, shortened URLs, mobile-friendly landing pages, and link management tools. Its analytics capabilities give teams visibility into engagement, while customizable content tools support campaigns across industries including retail, healthcare, and financial services. Seismic brings audience communication, branded experiences, and performance tracking together in one platform.
Customer Success Manager – India (Onsite)
Lead Seismic’s India Customer Success team and scale SaaS engagement, adoption, retention, renewals, and digital-success programs. Manage managers, forecasting, risk, escalations, and customer value realization.
Description
- Build and manage Seismic’s Customer Success team in its India hub
- Oversee a high-volume customer portfolio through scalable digital engagement
- Drive engagement, adoption, risk management, renewal readiness, and value realization at scale
- Apply AI and automation to streamline workflows, expand customer touchpoints, and improve team productivity
- Act as an escalation contact for customers and internal teams
- Lead and develop Customer Success Managers and Renewals Specialists against satisfaction and retention goals
- Recruit, onboard, coach, and develop the India-based Customer Success team
- Create operating rhythms and management practices that strengthen engagement, adoption, risk mitigation, renewal readiness, and customer value
- Resolve escalations within established SLAs and improve customer outcomes
- Work across functions to remove obstacles, strengthen CSM effectiveness, and represent Customer Success with customers and prospects
- Advance Seismic’s Digital Customer Success program in partnership with CS leadership and the CX organization
- Own customer health, renewal forecasting, and risk pipelines while maintaining forecast accuracy and identifying risk themes early
Requirements
- At least 8 years of experience in Customer Success, Account Management, Professional Services, Renewals, or another B2B SaaS post-sales function
- At least 3 years managing Customer Success Managers or post-sales teams, ideally in B2B SaaS
- Background leading teams responsible for adoption, retention, value realization, risk mitigation, and executive engagement
- Strong command of Customer Success metrics, including customer health, adoption, GRR, NRR, churn risk, renewal readiness, and forecast hygiene
- Experience operating in a global SaaS company across regions, cultures, and time zones
- Proven people leader with experience managing and developing Customer Success teams
- Ability to establish priorities, operating rhythms, and performance expectations for distributed teams
- Ability to collaborate effectively with Sales, Renewals, Services, Support, Product, and Operations
- Confidence representing Customer Success with customers, prospects, and internal stakeholders
Benefits
- Inclusive culture centered on employee growth and belonging
- Reasonable accommodations are available for people with disabilities
- Equal opportunity employer