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Seismic is a Go-To-Market Performance company that helps organizations turn strategy into revenue through an AI-powered revenue execution platform. The company serves 2,500+ organizations and 3.5+ million users globally, with headquarters in San Diego and offices across North America, Europe, and Asia-Pacific.
You will build and lead the Customer Success team in Seismic's India hub, managing a high-volume book of business through scaled digital engagement. This is a people leadership role focused on creating strong team culture while driving consistent customer engagement, adoption, risk management, renewal readiness, and value realization at scale.
Key responsibilities include:
- Lead and develop a team of Customer Success Managers and Renewals Specialists, ensuring the team meets customer satisfaction and retention targets
- Hire, onboard, coach, and develop high-performing team members with focus on performance management, career development, and building accountability
- Establish operating rhythms and management routines that drive measurable improvements across customer engagement, adoption, risk mitigation, renewal readiness, and value realization
- Serve as escalation resource for CSMs, internal teams, and customers, resolving escalations within defined SLAs
- Partner cross-functionally with Sales, Renewals, Services, Support, Product, and Operations to remove blockers and improve CSM effectiveness
- Represent Customer Success with customers and prospects
- Evolve Seismic's Digital Customer Success program at the India hub in partnership with CS leadership and the CX organization (Community, Customer Education, Programs, Operations)
- Own the health, renewal forecast, and risk pipeline for the book of business, ensuring forecast accuracy and early identification of risk themes
You will collaborate with Customer Success leadership and the broader Customer Experience organization to translate global strategy into regular team execution, with a focus on using AI and automation to streamline workflows, scale customer touchpoints, and increase team productivity.
REQUIREMENTS:
- 8+ years in Customer Success, Account Management, Professional Services, Renewals, or B2B SaaS post-sales roles
- 3+ years managing Customer Success Managers or post-sales teams, preferably in B2B SaaS
- Demonstrated experience managing teams overseeing adoption, retention, value realization, risk mitigation, and executive engagement
- Strong understanding of Customer Success operating metrics including customer health, adoption, GRR, NRR, churn risk, renewal readiness, and forecast hygiene
- Experience working in global SaaS organizations across regions, cultures, and time zones
- Track record of managing and developing Customer Success teams with ability to set clear priorities and performance expectations for distributed teams
- Ability to work effectively across multiple functions and represent Customer Success function with customers and internal stakeholders
