Strategic Customer Success Manager (Enterprise B2B SaaS - US)

Job Title: Startegic Customer Success Manager Location: Bangalore Note: Our customers are in the US, so this may require you to travel and work non-standard hours.

Company Overview: At Unifize, we are revolutionizing the way life science and manufacturing companies manage processes and innovate. Our eQMS platform accelerates product development and process innovation. In a world where changing regulatory environments, market competition, customer demands, and technological advancements are constants, Unifize provides the solution to overcome both internal and external constraints that hinder progress. Please review our extensive case studies and testimonials from customers, who talk about how Unifize is differentiated in the following key areas:

• No code process builder
• Intuitive, chat-based collaboration
• Low-code automation
• Standard integrations
• AI agentic workflows

You should also check out our medical device landing page as well, including the overview video, to get a sense of how we currently position ourselves.

Role Overview The role combines customer ownership with structured solution design. You will work directly within the platform to translate business processes into scalable workflows, driving measurable outcomes for customers. Industry understanding is a plus, but not required. This role sits at the intersection of customer success, solution design, and platform configuration.

Key Responsibilities

• Act as the primary owner and trusted advisor for assigned accounts.
• Drive adoption and measurable value through structured workflow design and platform configuration.
• Own account health, including renewal readiness, churn risk mitigation, and expansion.
• Conduct outcome-focused QBRs aligned to ROI and process improvement.
• Identify and execute expansion opportunities across teams and departments.
• Proactively identify usage gaps and optimize live implementations.
• Develop and deliver targeted training for different user personas.
• Collaborate with Product and Engineering to resolve issues and improve implementation quality.
• Represent customer needs internally with a clear articulation of business impact.
• Maintain high customer satisfaction, loyalty, and referenceability.

Ideal Qualifications

• Customer success (some or all of the following):

• 2–4+ years of experience in Customer Success, Implementation, or Account Management in a B2B SaaS environment.

• Experience working with enterprise or mid-market customers (experience managing $50,000+ ACV accounts is preferred).

• Experience speaking with US-based customers and users

• Building no-code solutions (some or all of the following):

• Experience working with no-code or low-code platforms.

• Demonstrated systems thinking capability.

• Strong understanding of data structures, workflows, and process design.

• Familiarity with basic programming or logical constructs.

• Bachelor’s degree in Engineering, Business, or related field.

• Industry experience: Experience in one or more of the following areas

• Manufacturing (automotive, aerospace, or related industries)

• Life sciences (medical devices, pharma, food processing)

• Functions such as Quality, R&D, Procurement, or Maintenance

• Enterprise software implementation (e.g., ERP, CRM)

• Other characteristics:

• Self-starter with strong ownership and grit

• First-principle thinking and problem-solving ability.

• Incredible time-management and task management skills

• Bachelor’s degree in Computer Science, Engineering, Business, or related field.

What Success in This Role Looks Like

• Customers adopt and expand usage of the platform across teams/departments.
• Workflows are structured, scalable, and aligned to measurable outcomes.
• Customers see clear ROI and process improvement.
• Implementation quality reduces reactive support and escalations.
• Accounts grow through value-driven expansion.