Customer Success & Solutions Manager

About this role Over the past 4 years, we've built a product and GTM engine that has achieved product–market fit, serving customers across North America with zero churn to date. Our CS & Solutions team is 10+ strong across implementations, solutioning, and account management — and now we need someone to take what's working and make it exceptional. We're looking for a CS & Solutions Manager who's done this before at complex B2B AI/SaaS companies. Someone who can walk into our current playbook, spot the gaps, and supercharge the motion for scale. You'll own NRR, GRR, and NPS across a large portfolio of mid-market and enterprise customers, drive the upsell and expansion motions that turn retention into revenue growth, and be equally comfortable in an implementation war room and a CXO renewal conversation. You'll work closely with the founders, GTM, Engineering, Product Leadership, and cross-functional heads to ensure every customer has a world-class experience — from implementation through go-live to expansion and renewal. What you'll own Scale the CS & Solutions org

• Refine and evolve the CS operating model — segmentation, coverage, engagement cadences, health scoring, escalation frameworks
• Build and own the upsell, renewal, and QBR motions — turning customer success into a measurable revenue engine
• Hire, coach, and develop a high-performing team as we scale to a global function
• Own CS KPIs: net revenue retention, gross revenue retention, time-to-value, adoption, expansion pipeline, NPS/CSAT Post-Sales Solutioning & Implementation
• Lead solution design — scoping requirements, translating signed deals into implementation blueprints, and crafting sandbox environments that set customers up for success from day one
• Own the end-to-end onboarding motion — driving fast, friction-free go-lives
• Proactively identify and remove blockers; hold internal and external teams accountable to timelines Post Go-Live & Expansion
• Build a proactive customer health practice — don't wait for churn signals, engineer them out early
• Drive adoption deepening, upsell, and cross-sell in partnership with Sales
• Be the executive sponsor for strategic accounts; manage escalations with poise and urgency Voice of the Customer
• Be the bridge between customers and Product/Engineering — translating pain points into roadmap input and keeping customers informed on progress
• Partner with Product to shape the roadmap based on structured customer feedback, usage patterns, and recurring feature requests
• Build and maintain playbooks, onboarding guides, and training content that let the team scale without losing quality Operational Excellence
• Establish repeatable processes and tooling (CS platforms, QBR frameworks, renewal workflows) that bring rigor at scale
• Report on CS performance to founders and leadership with clarity and candor Why join Zenskar?
• Impact: You're inheriting a strong foundation and a motivated team — your job is to elevate it and scale the function into its next chapter.
• Visibility: Direct partnership with founders on the highest-stakes customer relationships.
• Growth: Take a solid team and build it into a global CS & Solutions org.
• Complexity: Zenskar sits at the intersection of billing, revenue recognition, and ERP — genuinely hard customer problems, not cookie-cutter SaaS onboarding. If you want to own customer outcomes at a company where the product is strong, the market is real, and the CS motion is yours to scale — we'd love to talk. Key qualifications
• Engineer/BTech by education from a strong institution.
• 7–12 years of experience, with significant depth across 2–3 areas within CS; implementations, solution design, account management, onboarding, or renewals
• Experience at B2B AI/SaaS companies (Series A–C preferred), working on complex, technical products — not simple self-serve SaaS
• Has managed or mentored a team of 4–6 people — someone who's led a pod, not just operated as an IC
• Comfortable engaging CXO and VP-level stakeholders in strategic, high-stakes conversations
• Has worked with US/North American customers — ideally US-based experience, or significant exposure to Western markets
• Deep familiarity with complex SaaS implementation cycles: enterprise onboarding, technical integrations, multi-stakeholder go-lives
• Experience owning and improving net revenue retention — understands the levers of adoption, expansion, and churn prevention
• Comfortable working US time zone (EST) from India Good to have:
• Prior experience at a high-growth Series A–C B2B AI/SaaS company where you helped scale the CS motion during a growth phase
• Track record of managing enterprise/mid-market accounts with long, complex implementation cycles
• Experience with CS tooling and operating rhythms: health scoring, QBR frameworks, renewal forecasting, customer segmentation
• Leadership in cross-functional initiatives — product feedback loops, services packaging, customer advisory boards
• Exposure to billing, fintech, revenue, ERP, or order-to-cash domains is a strong advantage Location
• Hybrid
• 2 days per week (Tuesday, Thursday)
• Office Location: Indiranagar, Bengaluru.
• Address: 3rd Floor, A wing No 1, Carlton Towers, HAL Old Airport Rd, HAL 2nd Stage, Indiranagar, Bengaluru, Karnataka 560008. Interview Process Our interview process is designed to be structured and efficient.
• R0 – Recruiter Screening: Quick conversation to assess basic fit and role expectations.
• R1 – Introductory Call: Discussion on your background, the role, and why Zenskar. We recommend reviewing the job description & **Apurv’s recorded videos ** before this step.
• Take-Home Assignment: Sent after R1, with a 72-hour window.
• R2 – Assignment Discussion: 45-minute session with the team covering assignment walkthrough, CS operating depth, and problem-solving.
• Reference Checks: Two former direct manager calls.
• Final Round: Founder conversation (30 min).