The Role
Own strategic enterprise and mid-market retail accounts from kickoff through renewal, driving product adoption, campaign and loyalty strategy, measurable ROI, renewals, and upsells. Lead executive business reviews, manage stakeholder relationships, resolve escalations, present account strategies, and relay customer feedback to Product. Partner cross-functionally with Sales, Marketing, Product, and Operations to ensure successful account delivery.
Summary Generated by Built In
About Xeno
Xeno is the AI-led customer engagement and loyalty platform trusted by leading retail brands like Subway, FabIndia, Aditya Birla, Taco Bell, Harsha, and Lals Group to turn one-time shoppers into repeat, high-value customers. Our customers run their entire customer engagement - campaigns, journeys, loyalty, offers on our platform , and we're scaling fast across India and the Middle East.
Role Overview
We're hiring a Senior Customer Success Manager to own strategic relationships with our enterprise and mid-market retail clients. You'll drive product adoption, build campaign and loyalty strategy with clients, and act as the trusted advisor who ensures they see real value from Xeno. This role is based in Mumbai
What You'll Do
- Own a portfolio of enterprise/mid-market retail accounts, working with them from kickoff to understand their business objectives
- Drive product adoption and help customers realize measurable value from that adoption
- Build campaign and journey plans using playbooks from Sr. Consultants, alongside Ass. CSMs, and present them to accounts
- Own executive business reviews — monthly to annual depending on customer scale — including product showcases and deck creation
- Build relationships with champions and key decision-makers, ensuring buy-in at every level
- Drive timely renewals and upsells
- Be the escalation point for client issues and encourage direct ticket raising
- Surface customer feedback proactively to Product to help shape our roadmap
- Partner with Sales, Marketing, Product, and Operations to ensure seamless account delivery
You'll Excel If You Have
- 6 to 8 years of experience in Customer Success role ideally at a SaaS company
- Hands-on exposure to CRM, Loyalty, Offer Management, or Campaign tools
- Proven experience running campaign and journey planning for enterprise clients
- Comfort presenting strategy and performance to CXO-level stakeholders
- Strong negotiation and stakeholder management skills, with a track record of driving renewals and upsells
- A strategic, ROI-driven mindset with strong problem-solving ability
- Bonus: B.Tech + MBA background, working knowledge of Excel/SQL, exposure to enterprise markets in India, Middle East, or SEA
Why Xeno
- High-ownership role with direct exposure to enterprise clients and leadership visibility
- Clear growth path into senior CS leadership roles
- Real impact on product roadmap — your customer signal shapes what we build
- Open culture, flat hierarchy, sharp teammates
- Fast-growth SaaS environment
Skills Required
- 6 to 8 years of experience in a Customer Success role, ideally at a SaaS company
- Hands-on exposure to CRM, loyalty, offer management, or campaign tools
- Proven experience running campaign and journey planning for enterprise clients
- Experience presenting strategy and performance to CXO-level stakeholders
- Strong negotiation and stakeholder management skills
- Track record of driving renewals and upsells
- Strategic, ROI-driven mindset and strong problem-solving ability
- B.Tech and MBA background
- Working knowledge of Excel and SQL
- Exposure to enterprise markets in India, the Middle East, or Southeast Asia
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The Company
What We Do
Xeno is an AI-powered CRM that enables large retailers & D2C brands to increase repeat sales by 11% by building an understanding of each individual customer & creating more relevant marketing campaigns across SMS, email, Whatsapp, Facebook & Instagram. 100’s of retailers like Levi's, Tommy Hilfiger, Forever New, Jack & Jones, Vero Moda, Forest Essentials, Kama Ayurveda, Taco Bell & Nando's use Xeno to increase their eCommerce & store sales.
