Senior CSM - Gurgaon

About The Role:

• Lead, coach, and develop the customer success team to ensure high performance, customer-centricity, and continuous improvement.
• Manage and grow key customer relationships through proactive account leadership, customer onboarding, and regular strategic business reviews.
• Drive adoption by enabling customers to realize the full value of FieldAssist’s products and solutions in alignment with their business goals and outcomes.
• Own upsell and cross-sell opportunities by identifying areas where customers can expand their usage and benefit further.
• Act as a senior escalation point for customer concerns, ensuring swift and effective resolution by collaborating across Sales, Product, and Delivery teams.
• Partner closely with cross-functional teams to align resources and initiatives that support customer and business objectives.
• Oversee renewals, billing processes, and revenue growth initiatives within your customer portfolio.
• Foster advocacy by supporting case studies, references, and customer success stories.
• Provide data-driven insights and qualitative feedback to Product and Leadership teams to improve customer experience and retention strategies.
• Be open to travel for customer meetings, strategic reviews, and on-site engagement where required.

• 7+ years of experience in customer-facing roles with demonstrated leadership in Customer Success, Account Management, or CRM/SaaS environments.
• Proven track record of leading teams, mentoring talent, and delivering results in fast-paced, high-growth SaaS companies.
• Strong technical acumen to deeply understand products and advise customers effectively (knowledge of web technologies like API and JSON is a plus).
• Exceptional strategic communication and presentation skills, with the ability to influence senior stakeholders and C-level executives.
• Strong collaboration, problem-solving, and strategic thinking abilities.
• Proficiency in Microsoft Excel and PowerPoint for business analysis and reporting.