Customer Success Manager- SaaS

Role Summary

We are looking for a Key Account Manager – SaaS (Post-Sales) to join our team in Mumbai. This is a pure post-sales role focused on managing and growing existing SaaS clients after the sale is closed.

You will work as an individual contributor, owning customer accounts end-to-end — from onboarding and go-live to product adoption, escalations, renewals, and long-term relationship management.

This role plays a critical part in ensuring customer success and retention on Shipdelight's logistics technology platform.

Key Responsibilities
Own assigned SaaS client accounts end-to-end after sales handover
Manage client onboarding, implementation, and go-live in coordination with internal teams
Act as the primary point of contact for clients for all post-sales matters
Drive product adoption and ensure clients realize value from the platform
Monitor account health, usage patterns, and customer satisfaction
Handle client escalations with ownership and accountability until resolution
Coordinate with Product, Tech, and Operations teams to resolve issues and improve outcomes
Conduct regular review calls and share performance updates with clients
Support renewals and retention by proactively managing risks and expectations
Identify upsell or expansion opportunities and collaborate with Sales when required
Maintain clear documentation of client interactions, issues, and action items

Must-Have Skills
3–6 years of professional experience in  SaaS Account Management, Customer Success, or Post-Sales roles
Hands-on experience managing  B2B SaaS clients  after onboarding
Strong client communication and stakeholder management skills
Experience handling escalations and complex client scenarios
Ability to understand SaaS products, workflows, and integrations (non-technical but conceptually strong)
Strong ownership mindset with problem-solving ability
Comfortable working cross-functionally with Product, Tech, and Ops teams

Preferred-to-Have Skills
Experience in  logistics tech, supply chain, or enterprise SaaS  environments
Familiarity with SaaS metrics such as adoption, usage, retention, and account health
Exposure to CRM tools or customer success platforms
Experience supporting renewals, expansions, or upsell discussions
Understanding of API-based or workflow-driven SaaS products

Role & Expectations
This is a  post-sales / customer success role , not a hunting or pre-sales position
The role requires  working from our Mumbai office
Success in this role is measured by  customer satisfaction, retention, and long-term account growth