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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading Customer Success teams, driving customer engagement, and managing retention and renewal processes in a B2B SaaS environment. Proficient in utilizing AI and automation to enhance workflows and improve customer outcomes.
Highest-signal resume keywords
Customer Success ManagementTeam LeadershipB2B SaaS ExperienceCustomer Engagement MetricsCross-Functional Collaboration
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer Health MetricsAdoption StrategiesRisk MitigationRenewal ReadinessForecast AccuracyValue RealizationChurn Risk ManagementOperating RhythmsPerformance ExpectationsDigital Customer Success
Soft Skills
CoachingEscalation ManagementPrioritizationCommunicationStakeholder Engagement
Industry Keywords
Customer SuccessAccount ManagementProfessional ServicesB2B SaaSGlobal SaaS Organization
About the role
Key responsibilities & impact- Build and lead the Customer Success team in Seismic's India hub
- Support a high-volume book of business through scaled digital engagement
- Drive customer engagement, adoption, risk management, renewal readiness, and value realization at scale
- Use AI and automation to streamline workflows, scale customer touchpoints, and increase team productivity
- Serve as an escalation point for internal teams and customers
- Lead and develop Customer Success Managers and Renewals Specialists, ensuring customer satisfaction and retention targets are met
- Hire, onboard, coach, and develop the Customer Success team in India
- Establish operating rhythms and management routines that improve engagement, adoption, risk mitigation, renewal readiness, and customer value
- Resolve escalations within defined SLAs and improve customer outcomes
- Partner cross-functionally to remove blockers, improve CSM effectiveness, and represent Customer Success with customers and prospects
- Evolve Seismic's Digital Customer Success program at the India hub with CS leadership and the CX organization
- Own the health, renewal forecast, and risk pipeline for the book of business, ensuring forecast accuracy and early identification of risk themes
Requirements
What you’ll need- 8+ years in Customer Success, Account Management, Professional Services, Renewals, or any B2B SaaS post-sales role
- 3+ years managing Customer Success Managers or post-sales teams, preferably in B2B SaaS
- Experience managing teams overseeing adoption, retention, value realization, risk mitigation, and executive engagement
- Strong understanding of Customer Success operating metrics, including customer health, adoption, GRR, NRR, churn risk, renewal readiness, and forecast hygiene
- Experience working in a global SaaS organization across regions, cultures, and time zones
- Experienced people leader with a track record of managing and developing Customer Success teams
- Ability to set clear priorities, operating rhythms, and performance expectations for distributed teams
- Ability to work effectively across Sales, Renewals, Services, Support, Product, and Operations
- Comfortable representing the Customer Success function with customers, prospects, and internal stakeholders
Benefits
Comp & perks- Inclusive workplace culture focused on employee growth and belonging
- Reasonable accommodation available for individuals with disabilities
- Equal opportunity employment