Senior Customer Success Manager
Screen Magic Mobile Media Pvt Ltd
- Pune, Maharashtra
- Permanent
- Full-time
Location: Pune | Work from Office Shift: US Shift (6:30 PM to 3:30 AM)About the Role
As a Customer Success Manager at SMS Magic, you’ll be the voice of our customers—owning relationships, driving adoption, and ensuring they gain maximum value from our solutions. You’ll manage accounts end-to-end, boost customer satisfaction, and identify growth opportunities through cross-sell and up-sell initiatives.Key ResponsibilitiesManage a portfolio of B2B SaaS accounts; drive renewals, retention & revenue growth.Conduct Quarterly Business Reviews (QBRs) and regular check-ins to track success metrics.Proactively engage with customers to enhance experience & reduce churn.Analyze account data to identify opportunities and craft growth strategies.Collaborate with cross-functional teams to resolve issues & align on customer goals.Capture and share customer feedback with internal teams for continuous improvement.Lead onboarding, training & adoption programs for customers.Manage commercial activities and ensure SLA compliance.RequirementsWhat You’ll Need5+ years’ experience in B2B SaaS account management or customer success.Strong CRM knowledge and experience managing customer lifecycles.Excellent communication & interpersonal skills with a customer-first mindset.Data-driven approach to problem-solving and strategy. & Ability to manage multiple priorities in a fast-paced environment.BenefitsWhy SMS Magic?Exposure to a global SaaS business with innovative technology.A high-performance, growth-oriented work culture.Competitive compensation & performance-based rewards.Flexibility, learning opportunities & scope to make high business impact.About SMS Magic
For 10+ years, SMS Magic has been a trusted messaging partner for global brands across industries like financial services, retail, education, wellness, and more. We deliver advanced, simple-to-use messaging solutions to help businesses engage customers with a personal touch.