Senior Customer Success Manager Company: Conversive (formerly SMS-Magic) Department: Customer Success Location: Pune, India (Onsite) Shift: US Shift (6:30 PM – 3:30 AM) ABOUT CONVERSIVE Conversive (formerly SMS-Magic) is a digital messaging solution that offers AI features and CRM integrations to help businesses deliver personalized conversations at engagement touchpoints across the customer lifecycle. Built on SMS-Magic's 17+ years of trusted messaging expertise across contact centres, financial services, healthcare, retail, education, and more in 190+ countries, Conversive enables enterprises to run their entire messaging traffic across SMS, WhatsApp, RCS, and email from a single platform, with intelligent automation and built-in compliance frameworks for HIPAA, TCPA, GDPR, and 10DLC. Purpose-built for regulated, high-stakes industries, every customer touchpoint is personalized, compliant, and outcome-driven. Learn more: beconversive.com sms-magic.com INDUSTRY FOCUS (ICP) This role covers Conversive's four core industry verticals: • Healthcare: Patient engagement, EHR/EMR, appointment automation, HIPAA-compliant messaging • Finance: Client onboarding, loan workflows, compliance-first outreach, fintech automation • Real Estate: Leasing automation, property management, buyer and tenant engagement • Education: Enrollment campaigns, student and alumni engagement, campus communication, FERPA ROLE OVERVIEW We are looking for a commercially sharp Senior Customer Success Manager to own and grow a portfolio of US-based enterprise and mid-market clients across our core industry verticals. This is a strategic, revenue-accountable role where you will be the primary relationship owner, responsible for retention, expansion, and long-term account success. The ideal candidate brings deep ICP knowledge, a strong track record of growing accounts, and the ability to operate consultatively at the C-suite and senior stakeholder level. KEY RESPONSIBILITIES Revenue and Commercial Ownership • Own a portfolio of accounts with full accountability for retention, renewal, upsell, and cross-sell targets. • Proactively identify and pursue expansion opportunities aligned to each client's business goals and use cases. • Lead multi-year renewal negotiations and manage commercial conversations with confidence. Strategic Account Management • Build deep, trusted relationships with senior stakeholders including VPs, Directors, and C-suite executives across assigned accounts. • Conduct regular Executive Business Reviews (EBRs/QBRs) demonstrating measurable ROI and business impact. • Develop and execute tailored success plans for each account, aligned to their growth and operational objectives. • Act as a strategic advisor who understands clients' industry challenges and connects them to product solutions. Customer Health and Risk Management • Monitor account health, usage signals, and engagement patterns to proactively identify risk and churn indicators. • Implement mitigation plans swiftly, involving internal stakeholders as needed. • Manage escalations and complex client issues with professionalism and urgency. Cross-functional Collaboration • Partner closely with Onboarding, Support, Product, and Sales teams to deliver a seamless customer experience. • Relay structured voice-of-customer insights to Product and Marketing to influence the roadmap. • Support onboarding and adoption programs, particularly for newly signed enterprise accounts. Vertical Expertise and Consultative Delivery • Bring working knowledge of at least one ICP vertical and apply it to guide customers toward best-practice implementations. • Navigate industry-specific compliance and regulatory requirements (e.g., HIPAA, TCPA, FERPA) within customer communication strategies. • Prepare industry-relevant performance reports, campaign analyses, and ROI documentation for clients. REQUIREMENTS • 4–6 years of experience in SaaS Customer Success, Account Management, or a combined commercial Customer Success role. • Demonstrated experience owning revenue targets, specifically expansion revenue, upsell, and renewals. • Prior exposure to one or more verticals: • Healthcare (patient engagement, EHR/EMR integrations) • Financial Services (fintech workflows, compliance messaging) • Real Estate (leasing automation, property management platforms) • Education (enrollment, student and alumni engagement) • Track record of managing US-based enterprise or mid-market accounts, including executive-level engagement. • Exceptional communication, negotiation, and stakeholder management skills with the ability to influence without authority. • Strong analytical ability to interpret usage data, build business cases, and communicate customer ROI. • Comfortable working in high-compliance environments and understanding regulatory nuances by industry. • Experience with Salesforce CRM or similar platforms preferred. • Ability to work from the Pune office during US shift hours (6:30 PM – 3:30 AM IST). WHAT WORKING AT CONVERSIVE OFFERS At Conversive, we are building the future of intelligent customer engagement. Every person on our team has a direct impact on what we ship, how we grow, and the value we deliver to customers worldwide. We invest in our people the same way we invest in our product: with intent, ambition, and care. • Revenue ownership and real commercial impact. You will be the growth driver for your accounts, not just a support layer. • Exposure to global enterprise accounts across high-growth, regulated verticals. • The freedom to share your ideas and see them implemented. We are a team that listens, acts, and builds together. • A high-performance, outcome-oriented culture that values initiative and rewards results. • Competitive compensation with performance-based incentives tied directly to account expansion. • Cab pickup and drop services for a seamless, stress-free commute. • A work environment that values balance, health, and long-term wellbeing.