Percolate (now part of Seismic)
Website:
seismic.com
Job details:
About Us:
Seismic is the Go-To-Market Performance company, driving how organizations turn their strategy into revenue. Seismic brings together signals from customer conversations, buyer engagement, governed content, coaching and seller behavior to turn intelligence into winning action. Through its AI revenue execution platform, the company equips customer-facing teams with the insights, governance, and contextual guidance they need to execute with confidence and deliver measurable business outcomes. Trusted by 2,500 organizations and over 3.5 million users around the globe, Seismic is headquartered in San Diego with offices across North America, Europe and Asia-Pacific. Learn more at seismic.com.
Seismic is committed to building an inclusive workplace that ignites growth for our employees and creates a culture of belonging that allows all employees to be seen and valued for who they are. Learn more about DEI at Seismic here.
Overview:
The Senior Manager of Customer Success will build and lead the Customer Success team in Seismic's India hub, supporting a high-volume book of business through scaled digital engagement. This role creates a strong team culture and drives consistent customer engagement, adoption, risk management, renewal readiness, and value realization at scale.
This leader will collaborate with Customer Success leadership and Seismic's Customer Experience organization (Community, Customer Education, Programs, and Operations) to translate Seismic's global strategy into regular team execution, with a focus on using AI and automation to streamline workflows, scale customer touchpoints, and increase team productivity. The role also serves as an escalation point for internal teams and customers, representing Seismic to both.
Who you are:
- 8+ years in Customer Success, Account Management, Professional Services, Renewals, or any B2B SaaS post-sales role.
- 3+ years managing Customer Success Managers or post-sales teams, preferably in B2B SaaS.
- Managed 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 a global SaaS organization across regions, cultures, and time zones.
What you’ll be doing:
Who you are:
- You are an experienced people leader with a track record of managing and developing Customer Success teams.
- You set clear priorities, operating rhythms, and performance expectations for distributed teams.
- You understand how customer adoption, value realization, risk management, and renewal readiness support retention.
- You work effectively across Sales, Renewals, Services, Support, Product, and Operations.
- You are comfortable representing the Customer Success function with customers, prospects, and internal stakeholders.
What you will be doing:
- Lead and develop a team of Customer Success Managers and Renewals Specialist in Seismic’s India hub, ensuring the team meets customer satisfaction and retention targets.
- Hire, onboard, coach, and develop a high-performing Customer Success team in India, including performance management, career development, and building a culture of accountability and continuous improvement. Establish operating rhythms and management routines that drive measurable improvements across customer engagement, adoption, risk mitigation, renewal readiness, and customer value. Serve as an escalation resource for CSMs, internal teams, and customers, resolving escalations within defined SLAs and improving customer outcomes.
- Partner cross-functionally to remove blockers, improve CSM effectiveness, and 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) by surfacing gaps, contributing improvements, and shaping the regional operating model.
- Own the health, renewal forecast, and risk pipeline for the book of business, ensuring forecast accuracy, early identification of risk themes, and clear escalation paths.
What we have for you:
At Seismic, we’re committed to providing benefits and perks for the whole self. To explore our benefits available in each country, please visit the Global Benefits page.
If you are an individual with a disability and would like to request a reasonable accommodation as part of the application or recruiting process, please click here.
Seismic is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to gender, age, race, religion, or any other classification which is protected by applicable law.
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
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