Senior Customer Success Manager

Global impact.\n\nOur journey has been nothing short of remarkable, having witnessed exponential growth and profitability right from our inception.\n\nWe are on track towards $30 million in annual revenue – and we're just getting started.\n\nKovai.co is fueled by a tribe of thoughtful helpers, obsessed with empowering customers, uplifting colleagues, and igniting our own journeys.\n\nRedefining tech is our game. Are you in? Join Kovai.co – where passion meets purpose.\n\nAt Document360 , we're building the world's most powerful knowledge base platform for SaaS companies and enterprises.

Trusted by global brands like Puma, HP, and several Fortune 500 companies, we help organizations centralize, scale, and deliver knowledge with clarity and control.\n\nWe don't just talk about value- we deliver it. Our Net Revenue Retention (NRR) and Gross Revenue Retention (GRR) are well above industry benchmarks , a testament to our product's stickiness and our CS team's relentless focus on customer outcomes.\n\nWe're now hiring a Senior Customer Success Manager to help take our customers and our team to the next level. As a Senior CSM, you're not here to just manage relationships.

You will own customer outcomes , be accountable for churn and expansion KPIs , and play a critical role in how we scale success across Document360's customer base. This role will manage a US-based customer portfolio , which means your core working hours will be working between 4:00 PM – 2:00 AM IST (India Standard Time)\n\nYou'll work with some of the most forward-thinking product and operations teams in the world, guiding them from adoption to real, measurable success.\n\nOpportunity: Senior Customer Success Manager\n\nWhat you'll do on the job:\nOwn Outcomes, Not Just Accounts: Guide a portfolio of strategic customers toward achieving their business goals with Document360. Help them realize value not just features.\nDrive Retention & Expansion: You'll be measured on churn and expansion KPIs and empowered with the tools, playbooks, and autonomy to move the needle.\nLead Strategic Conversations: From QBRs to renewals, you'll engage with decision-makers and champions to align expectations and outcomes.\nExecute & Improve CS Playbooks: Run our structured customer success motions and iterate where needed to drive better scale or signal.\nIdentify and Solve Risks Early: Be the eyes and ears on account health.

Surface churn risks, usage gaps, or misalignment before they become issues.\nMentor & Model Excellence: Be a role model to junior CSMs, helping uplevel the team's skill, judgment, and strategic posture.\nBe the Voice of the Customer: Influence our product and roadmap by synthesizing trends and relaying structured customer feedback.\n\nWho'll be good fit:\nMust have 3 – 6 years of experience in B2B SaaS Customer Success, Account Management, or Consulting.\nShould have owned and moved the needle on churn and/or expansion KPIs in a prior role and are confident doing it again.\nAbility to know how to align usage with business value. (Don't confuse activity for impact you focus on outcomes, not check-ins)\nAre savvy with prompt engineering and tools like ChatGPT, Perplexity, or other GenAI platforms to streamline your work, analyze data faster, and communicate more effectively.\nLove engaging with senior stakeholders and leading value-based conversations.\nOperate well in ambiguity, and who are proactive, structured, and emotionally intelligent.\nHave experience with tools like Gainsight, Catalyst, Totango, ChurnZero, SmartKarrot, or similar (nice to have).\n\nWhy Document360?\nOur NRR and GRR outperform industry benchmarks , driven by a product customers love and a CS team that delivers.\nWe're trusted by Fortune 500 brands , fast-growing SaaS companies, and knowledge-centric organizations globally.\nOur CS org is resourced, respected, and growing , you'll have the backing you need to drive results.\nWe believe in systems, not heroics , you'll scale processes, not fight fires alone.\nYou'll get coaching, autonomy, and a seat at the table because success isn't just for the customers. It's for you too.\n\nEqual Opportunities:\nKovai.co is committed to building a workforce that reflects the richness of our society.

We believe in fostering a culture of belonging and respect for all. Kovai.co stands firmly against discrimination, ensuring equal opportunity for everyone to build a successful career.