Senior Customer Success Manager

Job Description

As a Senior Customer Success Manager at Docsumo, you'll drive value realization for our enterprise clients while serving as their trusted advisor throughout their journey with our platform. This role requires a strategic mindset, technical aptitude, and exceptional relationship-building skills to ensure our customers achieve their automation goals and continue expanding their use of Docsumo. Key Responsibilities Strategic Customer Partnership: Serve as the primary point of contact and trusted advisor for your portfolio of enterprise accounts, developing deep relationships with key stakeholders. Outcome Delivery: Own and drive customer OKRs, ensuring clients achieve measurable business outcomes and ROI from our Document AI solutions. Onboarding Excellence: Collaborate with our specialized Onboarding team to create seamless implementation experiences for new customers, establishing strong foundations for long-term success. Voice of the Customer: Transform satisfied users into vocal advocates through strategic collection of G2 reviews, case studies, testimonials, and reference calls. Portfolio Management: Maintain a comprehensive understanding of your accounts health, driving strong retention metrics while identifying and executing expansion opportunities. Team Leadership: Mentor junior team members, sharing best practices and helping establish scalable customer success processes. Process Optimization: Follow and enhance internal protocols for Account Management, Enablement, Onboarding, and Adoption to ensure consistent, high-quality customer experiences. Work Schedule This position requires availability during North American business hours: 4:00 PM to 1:00 AM IST. Required Experience & Education 5+ years of experience in B2B SaaS Customer Success, with demonstrated success managing enterprise relationships. Experience directly managing high-performing teams OR building customer success functions from the ground up. B.Tech/B.E in Computer Science, Electronics, or Electrical Engineering. Proven track record of increasing customer retention and driving expansion revenue Essential Skills Technical Aptitude: Comfortable discussing technical concepts, basic API knowledge, and the ability to understand how our Document AI solutions integrate with customer environments. Communication Excellence: Exceptional written and verbal communication skills with the ability to explain complex concepts to both technical and non-technical audiences. Relationship Intelligence: Natural ability to build trust, navigate complex organizations, and serve as a respected advisor to customers. Process Orientation: Highly organized approach with methodical problem-solving and consistent delivery. Business Acumen: Skilled at identifying expansion opportunities and articulating business value. Global Perspective: Experience managing international customer relationships with sensitivity to cultural nuances. First-Principles Thinking: Ability to break down complex problems and continuously improve processes. Adaptability: Flexible approach to meeting evolving business requirements Why Join Docsumo Make a meaningful impact by helping enterprises transform their document processing capabilities. Work with cutting-edge AI technology that delivers measurable business outcomes. Collaborate with a talented, global team committed to customer success. Learn and grow in a dynamic, fast-paced environment backed by top-tier investors. Shape the future of a rapidly expanding Customer Success organization