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
- 6–8 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.