Senior Customer Success Manager

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 IST) ABOUT CONVERSIVE Conversive (formerly SMS-Magic) is redefining customer engagement through AI-powered conversational experiences. Built on over 18 years of trusted messaging expertise, Conversive enables businesses to engage customers across SMS, WhatsApp, RCS, and Email through a unified platform integrated with leading CRM and business systems. Today, Conversive goes beyond messaging by helping organizations automate customer journeys, leverage AI agents and copilots, and deliver personalized, compliant conversations at scale. Trusted by 3,000+ businesses across 190+ countries, our platform serves highly regulated industries including Healthcare, Financial Services, Retail, Education, and Staffing with enterprise-grade compliance including HIPAA, TCPA, GDPR, and 10DLC. ROLE OVERVIEW We are looking for a strategic and consultative Senior Customer Success Manager to manage and grow a portfolio of enterprise and mid-market customers across the US market. This role goes beyond traditional account management. You will serve as a trusted advisor, helping customers maximize business outcomes through product adoption, strategic account planning, AI-driven innovation, and long-term partnership. Working closely with Product, Engineering, Sales, Support, and Leadership teams, you will drive customer retention, expansion, and value realization while helping customers adopt modern communication technologies and AI-powered customer engagement solutions. KEY RESPONSIBILITIES Customer & Stakeholder Management Own strategic relationships across assigned enterprise and mid-market accounts. Build trusted relationships with executive sponsors, business leaders, administrators, and technical stakeholders. Lead Executive Business Reviews (EBRs/QBRs) focused on customer outcomes, ROI, adoption, and future opportunities. Serve as the primary strategic advisor throughout the customer lifecycle. Account Strategy & Success Planning Develop and maintain success plans aligned with customer business objectives. Understand customer priorities, business goals, stakeholders, risks, and opportunities. Create clear account strategies that drive long-term customer success and measurable business outcomes. Ensure alignment between customer objectives and Conversive's platform capabilities. Product Adoption & Value Realization Drive adoption of Conversive's messaging, automation, CRM, and AI capabilities. Help customers maximize platform utilization and business value. Monitor product usage, adoption trends, customer health, and engagement metrics. Recommend best practices that improve operational efficiency and customer outcomes. Customer Retention & Risk Management Proactively identify customer risks using health metrics, engagement signals, and business insights. Develop mitigation plans before risks impact renewals or customer satisfaction. Own escalations and coordinate internal teams to deliver timely resolutions. Build long-term customer loyalty through continuous value delivery. Growth & Expansion Identify opportunities for account expansion across products, teams, business units, and AI capabilities. Partner with Sales during expansion and renewal conversations. Recommend solutions that address evolving customer business challenges. Contribute to revenue retention and sustainable account growth. Consultative Customer Engagement Develop a strong understanding of each customer's industry, business model, workflows, and communication challenges. Conduct structured discovery to understand current processes, future goals, and success criteria. Translate customer requirements into practical solution recommendations. Collaborate with Solution Consulting and Technical teams when specialized expertise is required. Technical & Platform Understanding Develop a strong understanding of customer technology environments including CRM, communication platforms, support systems, automation tools, and integrations. Understand how Conversive integrates with customer ecosystems. Conduct credible conversations around integrations, workflows, APIs, and platform capabilities. Work closely with Product and Engineering teams on technical requirements and solution design. AI & Innovation Guide customers on leveraging Conversive's AI capabilities to improve customer engagement and operational efficiency. Maintain working knowledge of Generative AI, AI Agents, Prompting, Retrieval-Augmented Generation (RAG), Human-in-the-Loop (HITL), Guardrails, and Conversational AI. Identify customer use cases where AI can deliver measurable business outcomes. Use AI tools effectively for customer research, account planning, analysis, and communication. Cross-Functional Collaboration Partner closely with Product, Engineering, Support, Professional Services, and Sales teams. Capture and communicate Voice of Customer insights to influence product roadmap and customer experience. Support onboarding, product adoption initiatives, customer education, and feature launches. Collaborate internally to ensure consistent and exceptional customer experiences. QUALIFICATIONS Required 6–8 years of experience in Customer Success, Enterprise Account Management, Consulting, or Enterprise SaaS. Proven experience managing enterprise or mid-market customer portfolios, preferably in the US market. Strong executive stakeholder management and relationship-building skills. Experience driving customer adoption, retention, renewals, and expansion. Excellent consultative discovery, communication, and problem-solving abilities. Ability to understand customer business objectives and align technology solutions accordingly. Strong analytical skills with experience interpreting customer health, adoption, and business metrics. Experience working cross-functionally within Product, Sales, Engineering, and Support teams. Willingness to work from the Pune office during US Shift (6:30 PM – 3:30 AM IST). Preferred Experience with Salesforce, Zoho CRM, HubSpot, or similar CRM platforms. Exposure to CPaaS, Customer Engagement Platforms, Contact Center technologies, Messaging Platforms, or Conversational AI solutions. Working knowledge of CRM integrations, APIs, workflow automation, and enterprise SaaS ecosystems. Experience supporting customers within Healthcare, Financial Services, Education, Retail, Staffing, or other regulated industries. Understanding of compliance frameworks such as HIPAA, TCPA, GDPR, and 10DLC. Familiarity with AI-powered customer engagement platforms and modern AI technologies. CORE COMPETENCIES Customer Success Customer & Stakeholder Management Account Strategy & Success Planning Product Adoption & Value Realization Risk & Retention Management Growth & Expansion Consultative Skills Industry & Business Understanding Requirement Discovery Solution Thinking Executive Communication Business Consulting Technical Skills CRM & Customer Technology Ecosystems Integration & Technical Fluency SaaS Platform Understanding Data & Workflow Awareness AI Capability AI Fundamentals & Conversational AI Applied AI Use Case Identification AI-Enabled Customer Success AI-Powered Productivity & Account Planning WHAT WORKING AT CONVERSIVE OFFERS At Conversive, we are building the future of AI-powered customer engagement. Every team member plays a critical role in helping customers transform the way they communicate, automate, and grow. As a Senior Customer Success Manager, you'll have the opportunity to: Own strategic relationships with global enterprise customers. Work with cutting-edge AI-powered customer engagement technologies. Influence customer strategy, product adoption, and business outcomes. Collaborate closely with Product, Engineering, AI, and Go-to-Market teams. Be part of a high-performance, innovation-driven culture focused on ownership and continuous learning. Receive competitive compensation with performance-based incentives. Avail cab pickup and drop facilities for US shift employees. Grow your career while helping shape the future of conversational AI and customer engagement.