Senior Customer Success Manager

Company Description ContraVault AI is transforming how organizations manage end-to-end tender and RFP analysis through an AI-powered platform. The solution streamlines each stage of the tender lifecycle, from intelligent review and risk analysis to synopsis generation, contradiction detection, and strategic bid decisions. Built for the complexities of tender and RFP management, it uses advanced contextual AI to extract and interpret critical information from both scanned and digital PDFs. Teams rely on ContraVault AI to uncover hidden risks, navigate non-standard clauses, verify compliance, and conduct real-time Go/No-Go assessments. By enabling faster, more accurate analysis, the platform helps customers reduce errors, bid smarter, and operate with greater confidence.

Role Description This is a full-time, on-site Senior Customer Success Manager role based in Bengaluru. The Senior Customer Success Manager will own a portfolio of strategic customers, guiding them through onboarding, implementation, and ongoing adoption of ContraVault AI’s tender analysis platform. Responsibilities include building strong, trusted relationships with key stakeholders, driving product usage, and proactively identifying opportunities to improve customer outcomes and satisfaction. The role involves analyzing customer usage data, gathering feedback, and collaborating with product, sales, and engineering teams to influence roadmap priorities and resolve issues. The Senior Customer Success Manager will lead business reviews, manage renewals and expansions, and provide consultative guidance on best practices in tender and RFP workflows.

Qualifications

• Strong customer satisfaction and customer service skills, with a track record of advocating for customer needs and delivering measurable value.
• Excellent analytical skills to interpret customer data, identify trends, and inform recommendations that support customer retention and growth.
• Proven ability in relationship building and customer retention, including experience managing executive and operational stakeholders in complex accounts.
• 8+ years of demonstrated experience in customer-facing roles such as Customer Success, Account Management, or Consulting, preferably in B2B SaaS or enterprise software.
• Familiarity with tender, RFP, procurement, or compliance processes is a strong advantage; experience with AI or data-driven products is a plus.
• Outstanding written and verbal communication skills, with the ability to present insights and recommendations clearly and persuasively.
• Ability to work on-site in Bengaluru, collaborate cross-functionally, and manage multiple accounts and priorities in a fast-paced environment.
• Bachelor’s degree in Business, Engineering, or a related field; advanced degree or relevant certifications in Customer Success or Account Management are a plus.