Senior Customer Success Manager

Senior Customer Success Manager, TechnicalAstra Security • Bengaluru, Karnataka, India (On-site) • Full-timeSeniority Level: Mid-Senior levelEmployment Type: Full-timeJob Functions: Customer SuccessSkills: Customer Success, Customer Lifecycle Management, Renewals, Upselling, Cross-Selling, Adoption, Customer Satisfaction, Software as a Service (SaaS), Cybersecurity, Stakeholder Management, Data-Driven Account ManagementAbout Astra:Astra is a cybersecurity SaaS company that makes otherwise chaotic pentests a breeze with its one-of-a-kind AI-led offensive Pentest Platform. Astra's continuous vulnerability scanner emulates hacker behavior to scan applications for 15,000+ security tests.CTOs and CISOs love Astra because it helps them to achieve continuous security at scale, fix vulnerabilities in record time, and seamlessly transition from DevOps to DevSecOps with Astra's powerful CI/CD integrations. Astra is loved by 1000+ companies across 70+ countries. In 2024 Astra uncovered 2.5 million+ vulnerabilities for its customers, saving customers $110M+ in potential losses due to security vulnerabilities.We've been awarded by the President of France Mr. François Hollande at the La French Tech program and Prime Minister of India Shri Narendra Modi at the Global Conference on Cyber Security. Loom, MamaEarth, Muthoot Finance, Canara Robeco, Dream 11, OLX Autos etc. are a few of Astra's customers.Role Overview:We're looking for a Senior Customer Success Manager who has done this before. Someone who has owned customer relationships end-to-end, driven renewals and expansion, and knows what "good" looks like in a mature CS motion. This is a senior individual contributor role for someone who not only delivers on their own book of business but also raises the bar for how customer success is run.You'll own a portfolio of our most strategic accounts, guide customers from onboarding through renewal, and turn them into Astra-nauts (yes, that's what we call our customers & team members!) who genuinely rely on Astra's platform. Beyond your own accounts, you'll help shape the playbooks, KPIs, and best practices that the wider CS team runs on, and be a go-to person newer CSMs can learn from.The role works closely with our sales, security, and marketing teams. We're a cybersecurity company with CTOs, engineering leaders & CISOs as our ICP, so we'll strongly prefer candidates who bring a solid understanding of principles of computer science and can hold a technical conversation with a security-savvy customer.Roles & Responsibilities:Own a portfolio of Astra's strategic and high-value accounts, taking full accountability for their health, retention, and growth across the entire customer lifecycle.Drive renewals proactively by owning the renewal cycle end-to-end, forecasting accurately, and securing long-term partnerships well ahead of expiry.Identify and close up-sell and cross-sell opportunities across complementary Astra products, in partnership with the sales team.Lead seamless onboarding and adoption for strategic customers, ensuring they realize value from Astra's platform quickly and continuously.Run structured Quarterly Business Reviews (QBRs) with customers, and drive CRM maturity by keeping account data, health signals, and forecasts clean, consistent, and reporting-ready.Craft and run customer email sequences and lifecycle communications that drive onboarding, adoption, and renewal outcomes at scale.Serve as a trusted advisor to technical and executive stakeholders (CTOs, engineering leaders, CISOs), translating their security and business goals into outcomes on the platform.Manage complex, multi-stakeholder relationships across internal teams and customer organizations, including accounts spread across multiple geographies (NAMER, Europe, etc.).Own and improve core CS metrics such as NRR, GRR, churn, adoption, and NPS, and help define, deploy, and standardize the KPIs and playbooks the CS team operates against.Contribute to team maturity by mentoring peers, supporting new-hire ramp-up and training, and sharing best practices that make the whole CS function stronger.Partner cross-functionally with sales, security, and marketing to deliver an exceptional, joined-up customer experience and feed customer insight back into the business.Maintain accurate, up-to-date records and reporting within the customer success platform so account health and forecasts are always trustworthy.Skills & Qualifications:Must-HavesMinimum 5 years of overall experience, with at least 3 years in a Customer Success role at a SaaS product-led company.Demonstrated ownership of the full customer lifecycle, covering onboarding, adoption, renewals, and retention, for a book of SaaS accounts.Proven track record of driving renewals and of upselling and cross-selling, ideally in a PLG motion.Hands-on experience implementing and executing customer success strategies, not just following them. You've helped design how CS gets done.Strong command of CS metrics (NRR, GRR, churn, adoption, NPS); analytical and genuinely data-driven in how you manage accounts.Experience running QBRs and maintaining CRM hygiene and maturity to keep account data and forecasts reliable.Experience drafting customer email sequences and lifecycle communications.Excellent communication and stakeholder-management skills, with a customer-first mindset and the ability to build rapport at both technical and executive levels.Willingness to work from Bangalore (on-site).PreferredPrior cybersecurity or security-adjacent product experience.Technical or product background, with an understanding of principles of computer science and the ability to hold a technical conversation with a security-savvy customer.Experience mentoring or training junior team members, or owning a slice of team enablement.5