Customer Success & Solutions Lead 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. 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 ownScale 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 AI-native 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.

Compensation

₹45–60L OTE

ESOPs

The range displayed reflects the minimum and maximum salaries for the position. Within the range, individual pay is determined by various factors including - job-related skills, experience, and relevant education or training.

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.

R3 – Culture Fit (In-Office): 45-minute conversation, ideally in person if based in Bangalore.

Reference Checks: Two former direct manager calls.

R4 – Founder Round: 20-minute founder conversation.

How to apply

Please apply here