Role: Customer Success Manager Location: Pune | Work from Office Shift: US Shift (6:30 PM to 3:30 AM) About the Role As a Customer Success Manager at SMS Magic, you’ll be the voice of our customers—owning relationships, driving adoption, and ensuring they gain maximum value from our solutions. You’ll manage accounts end-to-end, boost customer satisfaction, and identify growth opportunities through cross-sell and up-sell initiatives. Key Responsibilities + Manage a portfolio of B2B SaaS accounts; drive renewals, retention & revenue growth. + Conduct Quarterly Business Reviews (QBRs) and regular check-ins to track success metrics. + Proactively engage with customers to enhance experience & reduce churn. + Analyze account data to identify opportunities and craft growth strategies. + Collaborate with cross-functional teams to resolve issues & align on customer goals. + Capture and share customer feedback with internal teams for continuous improvement. + Lead onboarding, training & adoption programs for customers. & Manage commercial activities and ensure SLA compliance. What You’ll Need + 6+ years’ experience in B2B SaaS account management or customer success. + Strong CRM knowledge and experience managing customer lifecycles. + Excellent communication & interpersonal skills with a customer-first mindset. + Data-driven approach to problem-solving and strategy. & Ability to manage multiple priorities in a fast-paced environment. Why SMS Magic? + Exposure to a global SaaS business with innovative technology. + A high-performance, growth-oriented work culture. + Competitive compensation & performance-based rewards. + Flexibility, learning opportunities & scope to make high business impact. About SMS Magic For 17+ years, SMS Magic has been a trusted messaging partner for global brands across industries like financial services, retail, education, wellness, and more. We deliver advanced, simple-to-use messaging solutions to help businesses engage customers with a personal touch. Powered by JazzHR