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CleverTap · 1 day ago

Senior Customer Success Manager

United States

Full-time

Remote

Senior Level

6+ years exp

CleverTap is the leading all-in-one customer engagement platform, trusted by over 2,000 global brands. The Senior Customer Success Manager will be responsible for supporting customers in value realization, solution engineering, and product adoption while driving account expansion and ensuring customer satisfaction.

AnalyticsMarketing AutomationMobileReal TimeSaaS

Comp. & Benefits

Responsibilities

Drive the product adoption to help customer achieve their business outcomes and realize value (build Success Plans)

Develop an intimate understanding of your customers’ businesses, conduct health checks

Develop a network of champions within each account through education, coaching, and strong influencing skills

Represent to our customers as a trusted advisor, advocate and marketing thought leader/subject-matter-expert, conduct regular executive business reviews

Collaborate with customers to develop, launch, and manage marketing campaigns focused on engagement and revenue goals

Be an expert on trends and best practices for digital marketing and analytics

Enlighten our customers with insights gleaned from their own data and industry trends

Ensure customers get maximum value from CleverTap by leveraging full platform functionality

Liaison between your customers and all the internal teams

Handle customer concerns with confidence, putting them at ease

Own renewal planning and execution end-to-end (timeline, risks, commercial proposal inputs, stakeholder alignment)

Drive account expansion (“farming”): identify upsell/cross-sell opportunities, build business cases, run pricing/value conversations, and close expansion with internal approvals

Lead contract handling: coordinate MSA/SOW/order forms, redlines, procurement, security reviews, and internal deal desk/legal processes

Forecast account outcomes: maintain renewal + expansion pipeline, risks, and next steps; provide accurate rollups to leadership

Manage commercial escalations: handle budget objections, competitive pressure, scope changes, and negotiate win-win outcomes

Ensure clean execution on billing/entitlement topics (product packaging, usage tiers, overages, credits) in partnership with finance/revops