Senior Customer Success Manager (India) (US 05908)

US Delivery

Mumbai, Bangalore

About Us

Zycus is a global leader in Source-to-Pay (S2P) procurement software, helping large enterprises drive efficiency, compliance, and measurable value across their procurement and finance operations. Trusted by leading Fortune 1000 organizations worldwide, Zycus enables procurement teams to move from cost control to strategic value creation.

At the core of Zycus’ platform is Merlin AI, an advanced AI-powered engine that brings intelligence, automation, and predictive insights across the entire procurement lifecycle—from sourcing and contract management to procurement, invoicing, and supplier management. Merlin AI empowers Chief Procurement Officers and finance leaders to make faster, smarter decisions with real-time visibility and actionable insights.

Zycus is consistently recognized by top industry analysts such as Gartner, Forrester, and IDC for its innovation, depth of functionality, and strong customer outcomes. Known for its enterprise-grade solutions, global delivery model, and customer-first mindset, Zycus partners closely with organizations to modernize procurement and unlock long-term business value.

With a strong global presence across North America, EMEA, and APAC, Zycus continues to invest aggressively in product innovation, AI-led capabilities, and brand leadership—shaping the future of intelligent procurement.

We Are An Equal Opportunity Employer:

Zycus is committed to providing equal opportunities in employment and creating an inclusive work environment. We do not discriminate against applicants on the basis of race, color, religion, gender, sexual orientation, national origin, age, disability, or any other legally protected characteristic. All hiring decisions will be based solely on qualifications, skills, and experience relevant to the job requirements.

Job Description

The Senior Customer Success Manager (CSM) is a quota-carrying individual contributor role responsible for renewals, retention, and expansion across a large portfolio of Enterprise customers.

The role requires strong commercial discipline, operational efficiency, and the ability to drive consistent customer outcomes at scale.

Key Responsibilities:

Renewals and Revenue Ownership

· Own renewal and expansion targets for an assigned portfolio of Tier 3 customers.

· Drive timely renewals with high forecast accuracy and controlled discounting.

· Identify and close cross-sell and upsell opportunities within the existing customer base.

· Maintain accurate renewal forecasts, pipelines, and account data in CRM systems.

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Customer Adoption and Value Realization

· Drive ongoing product adoption and usage across the customer portfolio.

· Monitor customer health, license utilization, and engagement indicators.

· Deliver standardized value summaries and renewal readiness communications.

· Ensure customers clearly understand the value and outcomes achieved with Zycus solutions.

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Scaled Customer Management

· Manage a large book of customers using standardized playbooks and lifecycle processes.

· Segment accounts based on renewal risk, health, and growth potential.

· Execute structured 1-to-many initiatives such as onboarding refreshers, feature updates, and enablement sessions.

· Escalate customers to higher-touch engagement models only when defined criteria are met.

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Risk and Escalation Management

· Proactively identify churn risks and execute mitigation actions.

· Act as the primary escalation point for customers within the Tier 3 segment.

· Partner with Support and Product teams to resolve issues impacting renewals and satisfaction.

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Cross-functional Collaboration

· Work closely with Sales, Customer Success Operations, Support, and Product teams to ensure consistent customer experience.

· Provide structured feedback from Tier 3 customers to improve product usability and success processes.

· Contribute to continuous improvement of Customer Success playbooks and operating models.

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Job Requirement

Required Experience and Qualifications

· 8–12 years of experience in Customer Success, Account Management, Renewals, or B2B SaaS roles.

· Proven experience managing high-volume, small-ticket customer portfolios.

· Demonstrated ownership of renewal and/or expansion quotas.

· Experience working in scaled or pooled account models.

· Background in enterprise SaaS, procurement software, or ERP platforms is preferred.

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Key Skills and Competencies

· Strong commercial and negotiation skills.

· High level of organization, prioritization, and execution discipline.

· Data-driven approach to customer and revenue management.

· Clear and concise written and verbal communication.

· Comfort operating in a performance-driven, volume-oriented environment.

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Success Metrics

· Gross Renewal Rate (GRR)

· Net Revenue Retention (NRR)

· Renewal Forecast Accuracy

· Expansion Revenue

· Customer Health and Adoption Metrics

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Why Join Zycus

· Opportunity to own revenue outcomes across a large customer base.

· Work with a market-leading AI-powered procurement platform.

· Exposure to global customers and enterprise SaaS operations.

· Clear career progression within Customer Success and Account Leadership tracks.