Customer Success Manager

SCREEN MAGIC MOBILE MEDIA · Software & Internet

Pune, India
On-site
Posted 13 days ago
Customer Service & Support

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About the job

Experience: 4 to 6 Years

Senior Customer Success Manager

Company: Conversive (formerly SMS-Magic)

Department: Customer Success

Location: Pune, India (Onsite)

Shift: US Shift (6:30 PM – 3:30 AM)

ABOUT CONVERSIVE

Conversive (formerly SMS-Magic) is a digital messaging solution that offers AI features and CRM integrations to help businesses deliver personalized conversations at engagement touchpoints across the customer lifecycle.

Built on SMS-Magic's 17+ years of trusted messaging expertise across contact centres, financial services, healthcare, retail, education, and more in 190+ countries, Conversive enables enterprises to run their entire messaging traffic across SMS, WhatsApp, RCS, and email from a single platform, with intelligent automation and built-in compliance frameworks for HIPAA, TCPA, GDPR, and 10DLC.

Purpose-built for regulated, high-stakes industries, every customer touchpoint is personalized, compliant, and outcome-driven.

Learn more:

beconversive.com

sms-magic.com

INDUSTRY FOCUS (ICP)

This role covers Conversive's four core industry verticals:

Healthcare: Patient engagement, EHR/EMR, appointment automation, HIPAA-compliant messaging

Finance: Client onboarding, loan workflows, compliance-first outreach, fintech automation

Real Estate: Leasing automation, property management, buyer and tenant engagement

Education: Enrollment campaigns, student and alumni engagement, campus communication, FERPA

ROLE OVERVIEW

We are looking for a commercially sharp Senior Customer Success Manager to own and grow a portfolio of US-based enterprise and mid-market clients across our core industry verticals.

This is a strategic, revenue-accountable role where you will be the primary relationship owner, responsible for retention, expansion, and long-term account success.

The ideal candidate brings deep ICP knowledge, a strong track record of growing accounts, and the ability to operate consultatively at the C-suite and senior stakeholder level.

KEY RESPONSIBILITIES

Revenue and Commercial Ownership

Own a portfolio of accounts with full accountability for retention, renewal, upsell, and cross-sell targets.

Proactively identify and pursue expansion opportunities aligned to each client's business goals and use cases.

Lead multi-year renewal negotiations and manage commercial conversations with confidence.

Strategic Account Management

Build deep, trusted relationships with senior stakeholders including VPs, Directors, and C-suite executives across assigned accounts.

Conduct regular Executive Business Reviews (EBRs/QBRs) demonstrating measurable ROI and business impact.

Develop and execute tailored success plans for each account, aligned to their growth and operational objectives.

Act as a strategic advisor who understands clients' industry challenges and connects them to product solutions.

Customer Health and Risk Management

Monitor account health, usage signals, and engagement patterns to proactively identify risk and churn indicators.

Implement mitigation plans swiftly, involving internal stakeholders as needed.

Manage escalations and complex client issues with professionalism and urgency.

Cross-functional Collaboration

Partner closely with Onboarding, Support, Product, and Sales teams to deliver a seamless customer experience.

Relay structured voice-of-customer insights to Product and Marketing to influence the roadmap.

Support onboarding and adoption programs, particularly for newly signed enterprise accounts.

Vertical Expertise and Consultative Delivery

Bring working knowledge of at least one ICP vertical and apply it to guide customers toward best-practice implementations.

Navigate industry-specific compliance and regulatory requirements (e.g., HIPAA, TCPA, FERPA) within customer communication strategies.

Prepare industry-relevant performance reports, campaign analyses, and ROI documentation for clients.

REQUIREMENTS

4–6 years of experience in SaaS Customer Success, Account Management, or a combined commercial Customer Success role.

Demonstrated experience owning revenue targets, specifically expansion revenue, upsell, and renewals.

Prior exposure to one or more verticals: - Healthcare (patient engagement, EHR/EMR integrations)

Financial Services (fintech workflows, compliance messaging)

Real Estate (leasing automation, property management platforms)

Education (enrollment, student and alumni engagement)

Track record of managing US-based enterprise or mid-market accounts, including executive-level engagement.

Exceptional communication, negotiation, and stakeholder management skills with the ability to influence without authority.

Strong analytical ability to interpret usage data, build business cases, and communicate customer ROI.

Comfortable working in high-compliance environments and understanding regulatory nuances by industry.

Experience with Salesforce CRM or similar platforms preferred.

Ability to work from the Pune office during US shift hours (6:30 PM – 3:30 AM IST).

WHAT WORKING AT CONVERSIVE OFFERS

At Conversive, we are building the future of intelligent customer engagement. Every person on our team has a direct impact on what we ship, how we grow, and the value we deliver to customers worldwide.

We invest in our people the same way we invest in our product: with intent, ambition, and care.

Revenue ownership and real commercial impact. You will be the growth driver for your accounts, not just a support layer.

Exposure to global enterprise accounts across high-growth, regulated verticals.

The freedom to share your ideas and see them implemented. We are a team that listens, acts, and builds together.

A high-performance, outcome-oriented culture that values initiative and rewards results.

Competitive compensation with performance-based incentives tied directly to account expansion.

Cab pickup and drop services for a seamless, stress-free commute.

A work environment that values balance, health, and long-term wellbeing.

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