Xeno - Senior Customer Success Manager (7-10 yrs)

Key Responsibilities

- Work with accounts from the kickoff stage to understand their business objectives.

- Collaborate with Product Implementation experts during onboarding.

- Drive product adoption and ensure customers see value in the platform.

- Create campaign and journey plans using pre-built playbooks with Associate CSMs & Sr.
Consultants.

- Present campaign plans to accounts (if part of your account scope).

- Set up and lead Executive Business Reviews (monthly to annually), including deck creation.

- Build strong relationships with champions and decision-makers.

- Ensure timely renewals and drive up-sell opportunities.

- Ask users to raise support tickets directly; act as the escalation point when needed.

- Share customer feedback proactively with the Product to influence the roadmap.

Skills and Qualifications

- Strong customer service background, follow-up, and organizational skills.

- 7-10 years of experience; at least 5 years of relevant work experience in a customer-facing role (customer success or account management).

- SaaS experience is a benefit.

- Familiarity with CRM and marketing campaign planning; can build and present success plans using internal playbooks.