Enterprise Customer Success Manager - India

Join our AI platform as an Enterprise Customer Success Manager focused on our high-value Indian customer portfolio. You'll be responsible for managing $1.5M+ in ARR while driving expansion, retention, and customer advocacy across our fastest-growing market.

About Plotline

Proven track record as an enterprise-grade app personalisation platform serving apps like Dream11, Zepto, Upstox globally. Our India market represents one of our most strategic growth regions, with customers ranging from emerging startups to established enterprises leveraging our AI-driven personalization solutions.

About This Role

As a Customer Success Manager at Plotline, you are the strategic partner to our customers — ensuring they extract maximum value from the platform, hit their engagement goals, and grow with us over time. You own the customer relationship post-sale: driving product adoption, championing use cases, leading business reviews, owning renewals, and identifying expansion opportunities.

This is a business-outcome-driven role. You'll be deep in understanding each customer's engagement strategy — their goals, their gaps, and how Plotline's platform can solve problems they didn't even know they had. You're equal parts consultant, product evangelist, and commercial strategist.

Key Challenges You'll Solve

Customer Retention & Growth - Maintain 95%+ gross revenue retention while driving 120%+ net revenue retention across your portfolio

Value Realization - Ensure customers achieve measurable ROI and business outcomes through strategic implementation of our AI personalization platform

Cultural Navigation - Build deep relationships across diverse business cultures and decision-making processes in the Indian market

Technical Partnership - Bridge the gap between complex AI/ML capabilities and business value for technical and non-technical stakeholders

Outcomes Expected

Gross retention: 95%+ across your book of business

Product adoption depth: Maintain a healthy book — <10% of accounts in red health status at any given time

Time to value: Customers achieve measurable business impact within the first 60 days

Expansion pipeline: Generate qualified expansion opportunities worth 25%+ of your portfolio's ARR annually

Executive engagement: Multi-threaded relationships in 70%+ of accounts (not single-threaded with one champion)

Responsibilities

Product Adoption & Value Realization (30%)

Own the adoption journey — ensure customers move beyond basic campaigns to leverage the full breadth of Plotline

Proactively bring use case ideas to customers based on their vertical, user base, and engagement goals — you're not waiting for them to ask

Conduct regular use case workshops and strategy sessions to map Plotline capabilities to customer KPIs (DAU, retention, conversion, ARPU)

Monitor product usage patterns and flag underutilization

Build and share best practices, playbooks, and success stories from across the customer base to inspire new use cases

Ensure customers see measurable business impact from Plotline within the first 90 days

Renewal Ownership (30%)

Own the renewal conversation end-to-end — from early health signals through commercial negotiation and contract execution

Maintain a rolling view of renewal timelines, customer health scores, and risk indicators across your book of business

Identify and mitigate churn risks early — declining usage, stakeholder changes, competitive evaluations, unresolved pain points

Build the business case for renewal: compile ROI data, campaign impact metrics, and adoption milestones that make renewal a no-brainer

Coordinate with Finance and Sales on renewal pricing, contract terms, and billing logistics

Target: 95%+ gross retention across your portfolio

Strategic Customer Engagement (20%)

Run regular business reviews (QBRs/MBRs) with customer stakeholders — presenting adoption metrics, campaign performance, ROI analysis, and a forward-looking engagement roadmap

Build multi-threaded relationships across the customer org — product, marketing, growth, engineering, and leadership

Understand each customer's broader business context — their competitive landscape, seasonal priorities, and strategic initiatives — and position Plotline as a lever for those goals

Serve as the trusted advisor customers turn to when planning new product launches, seasonal campaigns, or engagement experiments

Translate Plotline's product roadmap into customer-relevant narratives — here's what's coming and here's how it helps you

Expansion & Revenue Growth (15%)

Identify upsell and cross-sell opportunities

Package and hand off qualified expansion opportunities to Account Managers with full context — customer pain points, use cases, stakeholder mapping, and commercial signals

Track leading indicators of expansion readiness: hitting impression caps, requests for new channels, new business units showing interest

Escalation Management, Product Roadmap & Cross-Functional Coordination (5%)

Oversee customer escalations — the support team handles day-to-day tickets and bugs, but you own the customer relationship and step in when issues risk customer satisfaction or retention

Ensure critical issues are prioritized, communicated transparently, and resolved within SLA

Synthesize customer feedback into actionable product requests — represent the voice of the customer in internal roadmap and prioritization discussions

Coordinate with Product, Engineering, and Support to ensure your customers needs are heard and addressed

Requirements

Must-Have

2–5 years in Customer Success, Account Management, or Strategic Consulting at a B2B SaaS company — ideally in martech, engagement platforms, or mobile-first products

Enterprise Customer Experience: Proven track record managing $800K+ ARR portfolios with strong retention and expansion metrics

Commercial acumen: Comfortable owning renewal conversations, building ROI narratives, and navigating pricing discussions

Strategic thinking: You can connect a customer's business goals to specific product capabilities and build a roadmap to get there

Use case creativity: You naturally think in terms of here's how you could use this to solve X — you bring ideas to customers, not just react to requests

Stakeholder management: Experience building relationships across product, marketing, growth, cultures and C-suite — and navigating complex, multi-stakeholder orgs,

Communication: Exceptional communication skills — whether in a QBR presentation, a Slack message, or an escalation summary, communicating with global teams across time zones

Ownership: Comfortable managing 30+ accounts end-to-end with full accountability for retention

Nice-to-Have

Background in consumer fintech, e-commerce, gaming, or super-app verticals

Track record of driving net revenue retention >120%

Why Plotline

Strategic CSM role — you're a business partner, not a support rep. You shape how customers think about engagement

High customer impact — your ideas directly move the needle on DAU, retention, and revenue for some of the largest consumer apps in India, SEA, US and the Middle East

Product that sells itself — when customers see results, expansion conversations happen naturally. Your job is to make sure they see results

Cross-functional influence — you'll shape product roadmap priorities, go-to-market strategy, and commercial playbooks

Fast-moving team — new features ship weekly, giving you fresh tools and stories to bring to every customer conversation

Ownership culture — you own your accounts end-to-end, and your impact is directly measurable

Enterprise Customer Success Manager - India and SEA