Customer Success Manager

Location: ChennaiOffice Type: 5 Days (WFO)Experience:4–8 YearsCTC: 23 LPA (Negotiable for great candidates)About the company:Our client is an AI-driven B2B SaaS company transforming mortgage lending in the U.S. through pre-underwriting automation. Its platform helps lenders and brokers automate income analysis, document processing, eligibility checks, and underwriting workflows, integrating directly into their existing systems.The company is scaling its customer base and product portfolio, working with enterprise mortgage lenders to drive adoption and measurable improvements across their lending operations.Role OverviewWe’re looking for a Customer Success Manager with strong U.S. experience to own customer relationships from onboarding through adoption, expansion, and retention.This role is ideal for someone who understands U.S. customers and enterprise SaaS, can navigate complex stakeholder environments, and is comfortable working closely with customers to solve problems, drive product adoption, and deliver business outcomes.What You’ll DoOwn a portfolio of U.S. customers and build strong, long-term relationships with key stakeholdersLead customer onboarding, implementation, adoption, and ongoing engagementUnderstand customer workflows and translate their business needs into actionable solutionsDrive product adoption and ensure customers realize measurable value from the platformPartner with Product, Engineering, and Sales teams to resolve customer issues and improve the overall experienceMonitor customer health, identify risks early, and drive retentionConduct regular business reviews and communicate product performance, outcomes, and opportunitiesIdentify opportunities for upsell, cross-sell, and account expansion in partnership with the commercial teamAct as the voice of the customer internally and bring insights back to product and leadershipWhat We’re Looking For4–8 years of experience in Customer Success, Account Management, Client Success, or similar rolesMandatory experience working with U.S. customers, preferably in a B2B SaaS environmentExperience managing enterprise / mid-market accounts and multiple stakeholdersStrong understanding of customer onboarding, adoption, retention, and account growthExcellent communication skills with the ability to confidently engage with U.S based customersStrong problem-solving and stakeholder management skillsAbility to work independently in a fast-paced, high-growth environmentExperience in FinTech, Mortgage Tech, Lending, or AI SaaS is a strong plusComfortable working across Product, Engineering, Sales, and Operations teams