Senior Manager-Customer Success

Who Are We:

Ken42 is an automation-first operating system for higher education institutions. Through a single unified platform, it digitally transforms and streamlines every aspect of institutional operations-from admissions and academics to fees, finance and learning. Know more about us on https://ken42.com/

What We Are Looking For:

Role: Senior Manager – Customer Success

Location: Bangalore

Experience Required: 10–12 years

At Ken42, our core value “Endless Tenacity for Customers” drives everything we do. As a Senior Manager – Customer Success, you will lead strategic customer relationships and drive customer success initiatives across key accounts and enterprise engagements. You will play a critical role in ensuring customers derive maximum value from the Ken42 platform while driving adoption, retention, expansion, and long-term customer partnerships.

The Customer Success function is central to building customer confidence across the entire solution lifecycle — from onboarding and implementation to adoption, value realization, and renewals. In this leadership role, you will work closely with product, engineering, sales, services, and support teams to influence customer outcomes, strengthen operational excellence, and scale customer success processes across the organization.

What You’ll Do

Strategic Customer Relationship Management

• Own and manage strategic relationships with key customer accounts, acting as a trusted advisor to senior stakeholders and decision-makers.
• Drive long-term customer engagement, satisfaction, retention, and growth across enterprise accounts.
• Lead executive business reviews, success planning discussions, and strategic customer governance meetings.
• Manage escalations proactively and ensure timely resolution of complex customer concerns.

Customer Adoption & Value Realization

• Drive enterprise-wide adoption of Ken42 solutions through structured onboarding, enablement, and customer success programs.
• Define and monitor customer success metrics, health scores, adoption trends, and business outcomes.
• Partner with customers to align Ken42 solutions with their institutional and operational objectives.
• Identify opportunities for account expansion, cross-functional adoption, and long-term value creation.

Customer Advocacy & Product Collaboration

• Serve as the Voice of the Customer by translating customer insights, feedback, and business needs into actionable inputs for product and engineering teams.
• Collaborate with internal stakeholders to influence product roadmap discussions and customer experience improvements.
• Build strong customer advocacy and reference programs across key accounts.

Operational Leadership

• Establish scalable customer success processes, governance models, and engagement frameworks.
• Work closely with support, implementation, and engineering teams to ensure seamless customer operations and service delivery.
• Drive operational excellence across onboarding, adoption, renewals, and customer lifecycle management.

Team Leadership & Cross-Functional Collaboration

• Mentor and guide Customer Success team members while fostering a high-performance, customer-centric culture.
• Collaborate closely with Sales, Product, Engineering, Marketing, and Leadership teams to align customer success initiatives with business goals.
• Support strategic initiatives related to customer retention, expansion, and customer experience transformation.

Client Engagement

• Lead product demonstrations, executive workshops, customer enablement programs, and strategic reviews.
• Travel to customer locations when required to strengthen relationships and support strategic engagements.

Our Ideal Candidate

Experience

• 8–12 years of experience in Customer Success, Account Management, Customer Engagement, or Enterprise SaaS roles.
• Strong experience managing enterprise or strategic customer accounts in SaaS, EdTech, or technology-driven environments.
• Experience working with educational institutions or enterprise technology platforms is highly preferred.

Technical & Analytical Skills

• Strong understanding of SaaS platforms, customer lifecycle management, and adoption strategies.
• Good understanding of MS Excel, reporting, and customer data analysis.
• Basic understanding of API architecture, integrations, and enterprise SaaS ecosystems.

Customer Success & Strategic Thinking

• Proven ability to drive customer adoption, retention, and business value realization.
• Strong strategic thinking and consultative problem-solving capabilities.
• Experience building customer engagement frameworks and scalable success processes.

Communication & Stakeholder Management

• Excellent communication, presentation, and stakeholder management skills.
• Ability to engage with senior leadership, decision-makers, and cross-functional internal teams.
• Strong collaboration skills across Sales, Product, Engineering, Services, and Support functions.

Leadership & Organizational Skills

• Experience mentoring or leading customer-facing teams.
• Strong organizational and time management skills with the ability to manage multiple strategic accounts.
• Comfortable operating in a fast-paced, high-growth startup environment.

Problem Solving & Adaptability

• Customer-first mindset with strong ownership and execution capabilities.
• Ability to proactively identify risks, solve complex customer challenges, and drive outcomes.

Why Join Us

• Be part of a fast-growing Enterprise SaaS ecosystem transforming how organizations operate and engage with technology.
• Work closely with leading educational institutions and organizations, driving strategic digital transformation initiatives.
• Lead high-impact customer relationships and play a critical role in customer retention, adoption, and growth.
• Collaborate with leadership, product, engineering, and business teams to shape customer experience and platform evolution.
• Build and scale customer success frameworks in a high-ownership, fast-paced environment.
• Grow into a strategic leadership role with significant visibility and impact across the organization.
• Be part of a culture that values ownership, collaboration, innovation, and continuous learning.