Senior Customer Success Manager

About Xeno is an AI-driven CRM company for large D2C brands and retailers. We have some of the biggest brands in our portfolio like Tommy Hilfiger, CK, jack & jones, levis, taco bell, barbeque nation etc. Xeno enables large D2C brands & omnichannel retailers to engage their customers across eCommerce & stores. With the digital retail wave alongside us, we’ve seen a 7x growth in the number of brands using Xeno

Senior Customer Success Manager

Key Responsibilities

• Work with accounts from the kickoff stage to understand their business objectives
• Collaborate with Product Implementation experts during onboarding
• Drive product adoption and ensure customers see value in the platform
• Create campaign and journey plans using pre-built playbooks with Associate CSMs & Sr. Consultants
• Present campaign plans to accounts (if part of your account scope)
• Set up and lead Executive Business Reviews (monthly to annually), including deck creation
• Build strong relationships with champions and decision-makers
• Ensure timely renewals and drive up-sell opportunities
• Ask users to raise support tickets directly; act as the escalation point when needed
• Share customer feedback proactively with the Product to influence the roadmap

Skills and Qualifications

• Strong customer service background, follow-up, and organizational skills.
• 7-10 years of experience; at least 5 years of relevant work experience in a customer-facing role (customer success or account management).
• SaaS experience is a benefit.
• Familiarity with CRM and marketing campaign planning; can build and present success plans using internal playbooks.
• Bachelor's degree in IT/Computer Science.
• Excellent personal presentation and communication skills and strong client servicing skills.
• Strong problem-solving skills and working knowledge of Excel & SQL.