Senior Customer Success Manager
xeno· Customer Success
About this role
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
Frequently Asked Questions
Is the salary disclosed for the Senior Customer Success Manager position at xeno?
The salary for this Senior Customer Success Manager role at xeno is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the Senior Customer Success Manager position at xeno located?
This Senior Customer Success Manager role at xeno is based in Mumbai, MH, India. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
Is the Senior Customer Success Manager role at xeno full-time or part-time?
This is listed as a FULL TIME position. It is posted as a Senior Customer Success Manager role in the Customer Success department at xeno.
Which team or department does the Senior Customer Success Manager at xeno belong to?
This Senior Customer Success Manager position is part of the Customer Success department at xeno. See the full job description for more information about the team structure and responsibilities.
How do I apply for the Senior Customer Success Manager position at xeno?
Click the "Apply Now" button on this page. You will be redirected to xeno's official application portal hosted on keka where you can submit your application directly.
When was the Senior Customer Success Manager job at xeno posted?
This Senior Customer Success Manager position at xeno was posted on Jul 9, 2026. Apply as soon as possible — early applications are often reviewed first.
Senior Customer Success Manager
xeno
You'll be redirected to xeno's official application page on keka.