Customer Success Manager

Quick HighlightsRole: Own end-to-end success for a portfolio of high-value customers at Richpanel, an AI-first customer service platform disrupting the $400B BPO market. Help e-commerce brands automate customer support, reduce costs, and deliver effortless CX at scale. Reports to: Head of Customer Success Stage: Team of 25. Primarily based in Bangalore, India, with a few team members in the USA. Growth: Raised seed round from Sequoia and profitable with over 2,000 US-based brands. Location: In-office. Bangalore, India. Compensation: INR 20 - 30 LPA, depending on experience. Team: You'll be part of our world-class Customer Success team, working cross-functionally with Product, Sales, and Support to drive adoption and retention. Why now: With growing demand from 2,000+ e-commerce brands and accelerating automation adoption, we're scaling our Customer Success team to deepen relationships, increase automation ROI, and ensure long-term retentionAbout The RoleAs a Customer Success Manager at Richpanel, you'll own a portfolio of high-value accounts and drive measurable outcomes, renewals, and growth. You'll act as a trusted advisor to CX and e-commerce leaders—connecting business goals with automation outcomes.You'll manage customers end-to-end—from onboarding to renewal—while helping shape Richpanel's success playbooks, workflows, and processes. If you love solving business problems, influencing product strategy, and turning adoption into executive-level impact, this is the role for you.Responsibilities Own a portfolio of customer accounts, driving adoption, measurable outcomes, renewals, and growth. Maintain <5% churn rate across your portfolio. Build and nurture executive relationships with CX leaders, positioning yourself as a trusted partner. Run QBRs/MBRs tying Richpanel adoption to ROI, CX metrics, and business outcomes. Identify risks early and execute structured mitigation plans, surfacing upsell and cross-sell opportunities. Lead onboarding for new customers, ensuring automation and workflows go live on time. Act as a technical first responder for Level 1 issues, demonstrating deep product knowledge. Collaborate cross-functionally with Product, Sales, and Support to align account strategy. Contribute to evolving playbooks, renewal forecasting, and success frameworks. Represent the voice of the customer, influencing product roadmap and integrationsOutcomes Retain 85% GRR annually Focus on protecting existing revenue and proactively reducing churn and downgrades. Maintain 80% coverage of your customer portfolio Stay actively engaged with 80%+ of accounts every month (business reviews, adoption touchpoints, etc.). Onboard 5 customers per month and score ≥ 90% on the Success Kit implementation Success Kit = paid onboarding package ($2,000) + quality check to ensure implementation excellence. Reduce Surprise Churn to ≤ 20% Develop early warning signals and proactive intervention strategiesWhat Success Looks Like Strong GRR & NRR across your accounts, with consistent renewals and expansions. High automation adoption (30-60% per account) and measurable improvements in CSAT, resolution time, and cost savings. Identified upsell and cross-sell opportunities through alignment of features with business goals. Recognized internally as an escalation point and workflow expert. Built turnaround plans to successfully prevent churn. Recognized by customer leadership as a trusted advisorRequirements4+ years of experience in Customer Success or Account Management in SaaS. Proven track record of owning renewals, onboarding, adoption, and expansions. Experience conducting QBRs/MBRs with senior executives, tying product adoption to ROI. Strong problem-solving skills — able to map workflows, identify churn risks, and design automation strategies. Excellent communication and storytelling abilities. Hands-on approach — able to build playbooks, workflows, and success plans. SaaS experience required; e-commerce or CX automation experience preferred. B.Tech degree or equivalent. Strong technical aptitude, project management, and analytical skillsBenefitsWhat We OfferCompetitive salary and performance-based bonusesOpportunity to work with cutting-edge AI technologyModern, chic office space in a vibrant neighbourhoodQuarterly team outings and off-sitesChance to make a meaningful impact in a rapidly growing startup‍Important NotesThis is an in-office position based in Bangalore, India. The role requires night shifts to align with US customer hours. Our culture prioritizes results and ownership — expect autonomy and responsibility‍