Customer Success Manager

Role overview

Customer Success Manager at Aryaka

Own the end-to-end customer lifecycle and build trusted relationships with enterprise customers and senior stakeholders.

The ideal candidate has 8+ years of experience in Customer Success, Account Management, Service Delivery, or Technical Account Management within a SaaS, SASE, networking, cybersecurity, or managed services environment.

Responsibilities

• Drive adoption, value realization, customer health, retention, renewals, and Net Revenue Retention (NRR) across the customer portfolio.
• Conduct QBRs/EBRs focused on business outcomes, adoption, value realization, strategic priorities, and customer success plans.
• Proactively identify churn risks and develop mitigation strategies; partner with Sales and Renewals teams to ensure successful, predictable renewals.
• Identify and drive upsell and cross-sell opportunities across SASE, SD-WAN, security, cloud connectivity, additional sites, bandwidth, and managed services.
• Leverage customer intelligence and external business signals-including M&A, divestitures, leadership changes, geographic expansion, and technology transformation -to identify risks and growth opportunities.
• Act as the voice of the customer and lead cross-functional initiatives across Sales, Solutions Engineering, Service Delivery, Network Operations, Support, Product, Finance, Legal, and Procurement.
• Drive timely resolution of escalations and customer-impacting issues while ensuring clear ownership and communication.
• Maintain accurate customer health, renewal, and expansion forecasts in Salesforce and leverage data and AI-driven insights to proactively manage accounts.
• REQUIRED EXPERIENCE & QUALIFICATIONS
• 10+ years of experience in Customer Success, Account Management, Service Delivery, Technical Account Management, or related enterprise customer-facing roles.
• Proven experience managing strategic, global, and complex enterprise accounts .
• Strong knowledge of SaaS, SASE, SD-WAN, networking, cybersecurity, cloud connectivity, or managed services .
• Experience engaging with CIOs, CISOs, CTOs, IT Directors, and senior technology stakeholders .
• Demonstrated success in customer retention, renewals, adoption, expansion, and executive relationship management .
• Understanding of recurring revenue metrics including ARR, ACV, GRR, NRR, churn, and renewal rates .
• Experience with Salesforce or equivalent CRM platforms .
• Strong communication , analytical, problem-solving, commercial, and stakeholder management skills.
• Ability to operate independently in a fast-paced, global technology environment and work US business hours supporting North American customers.
• SUCCESS METRICS GRR | NRR | Renewal Rate | Customer Adoption | Customer Health | CSAT | Expansion & Cross-Sell ARR | Churn Reduction | Executive Engagement | Customer Advocacy THE IDEAL CANDIDATE We are looking for a seasoned Customer Success professional-not simply an account manager -who understands the intersection of networking, security, cloud, and SaaS and can translate technology into measurable business outcomes.
• You should be proactive, commercially minded, and comfortable anticipating customer needs, identifying risks before they become escalations, influencing cross-functional teams without direct authority, and driving both customer retention and growth .
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Preferred qualifications and skills

• PREFERRED EXPERIENCE Experience with Unified SASE, SSE, Zero Trust, ZTNA, SWG, CASB, FWaaS , SD-WAN, cloud networking , or global enterprise network transformation.
• Experience with Fortune 500/multinational customers and AI-driven customer health or churn analytics is highly desirable.

Employment details

• Location: Bangalore [Karnataka] [India]

About the employer

• Aryaka is seeking an experienced Customer Success Manager (CSM) to manage a portfolio of strategic enterprise customers across North America.

Additional role details

• The CSM will serve as the primary post-sales relationship owner and trusted advisor, driving customer adoption, value realization, retention, renewals, and expansion across Aryaka's Unified SASE, SD-WAN, security, cloud networking, and managed services portfolio.
• The role requires the ability to engage confidently with CIOs, CISOs, CTOs, and senior IT stakeholders while coordinating cross-functional teams to deliver measurable customer outcomes.