Senior Customer Success Manager

Senior Customer Success Manager

Location: Gurgaon, Hybrid

Why This Role

You ll build and lead Customer Success at Trustana, shaping how customers onboard, use, and grow with the platform. This role is hands-on you ll set up processes, solve customer challenges, and create a scalable system that ensures retention and expansion.

What You ll Do

• Develop and implement onboarding, servicing, and renewal processes.
• Ensure smooth customer transitions, solving issues and improving workflows.
• Manage data quality, performing manual QA and working with outsourced teams.
• Identify and address customer challenges to improve satisfaction and retention.
• Lay the foundation for expansion upselling and renewals based on real value.

What You Bring

• Experience building Customer Success at a SaaS company.
• Strong data handling skills, including QA and troubleshooting.
• Hands-on approach willing to fix problems while building scalable processes.
• Ability to drive retention and revenue through real customer value.
• Autonomy and decision-making ability this is yours to build.

What You Get

• Ownership of Customer Success from day one.
• Direct impact on company growth and customer retention.
• A collaborative team across product, sales, and data.
• Competitive salary and performance incentives.
• A role that evolves starting with process setup and growing into expansion.

If you re ready to build, own, and refine Customer Success the right way, this is the role for you.