Customer Success Manager

Job Summary

The Customer Success Manager will own the end-to-end customer journey for BharatGen's AI engagements - from pre-onboarding alignment through deployment, adoption, and renewal — across projects involving large language models (text), speech technologies (ASR/TTS), and document understanding (OCR, extraction, classification). The CSM acts as the primary bridge between customers and BharatGen's engineering, research, and product teams, ensuring measurable outcomes and long-term partnership value.

Key Responsibilities

1. Customer Engagement & Relationship Management

• Serve as the single point of contact for assigned customer accounts throughout the engagement lifecycle.
• Build and maintain trusted relationships with customer stakeholders, including business sponsors, IT teams, and end users.
• Conduct regular cadence calls, business reviews (BRs), and executive check-ins.
• Understand customer business objectives and map them to BharatGen's AI capabilities in text, speech, and document understanding.
• Identify expansion opportunities (upsell/cross-sell) and collaborate with sales on account growth.
• Manage escalations end-to-end, coordinating internal teams for timely resolution.

2. Presales & New Inbound Leads Engagement

• Partner with sales/Lead the pre-sales cycle as the solution and delivery voice for text, speech, and document understanding opportunities.
• Conduct discovery workshops with prospects to capture business problems, data landscape, language/dialect requirements, volumes, and integration constraints.
• Design solution approaches and scope PoCs/pilots: define objectives, datasets, evaluation metrics, timelines, and success/exit criteria.
• Lead or coordinate PoC execution with engineering/research teams and present outcomes to prospect stakeholders.
• Own proposal writing end-to-end: draft technical and commercial proposals, RFP/RFI/EOI responses, solution notes, and bid documents in collaboration with sales, engineering, and legal.
• Prepare effort estimates, delivery plans, staffing assumptions, and pricing inputs for proposals.
• Develop presales collateral: capability decks, solution one-pagers, demo scripts, and reference architectures for text/speech/document AI use cases.
• Deliver product demonstrations and technical presentations to prospect business and IT teams.
• Maintain a reusable proposal library (boilerplates, case studies, compliance responses) to improve bid turnaround time and win rates.
• Ensure smooth presales-to-delivery handover: transfer commitments, assumptions, and scope into onboarding and delivery plans.

3. Customer Onboarding

• Design and execute structured onboarding plans covering kickoff, requirement discovery, success criteria definition, and stakeholder alignment.
• Facilitate technical onboarding: API access, model access, environment setup, data ingestion pipelines, and security/compliance requirements.
• Coordinate data readiness activities — corpus collection, annotation guidelines, speech data quality checks, document sample validation — with customer and internal teams.
• Define and document measurable success metrics (e.g., WER targets for speech, extraction accuracy for documents, task-level quality benchmarks for text/LLM use cases).
• Deliver training and enablement sessions for customer teams on product usage, prompt design, integration patterns, and best practices.
• Establish governance structure: communication channels, escalation matrix, meeting cadence, and RACI.

4. Project Delivery & Execution

• Own delivery plans for AI engagements: milestones, timelines, dependencies, and risk registers.
• Coordinate cross-functional execution across ML engineers, research teams, data/annotation teams, and DevOps for:
• Text/LLM projects: fine-tuning, RAG implementations, evaluation, guardrails, and deployment.
• Speech projects: ASR/TTS model customization, language/dialect coverage, telephony or streaming integrations.
• Document understanding projects: OCR pipelines, layout analysis, entity extraction, classification, and human-in-the-loop workflows.
• Track project health (scope, schedule, quality, budget) and publish weekly/fortnightly status reports to customers and internal leadership.
• Manage UAT cycles, feedback loops, model iteration plans, and sign-off processes.
• Ensure smooth go-live and hypercare support, followed by transition to steady-state support.
• Maintain delivery documentation: SOWs, change requests, acceptance criteria, and closure reports.

5. Adoption, Value Realization & Retention

• Monitor usage metrics, model performance, and business KPIs post-deployment; drive corrective actions where adoption lags.
• Quantify and communicate ROI/value delivered (e.g., turnaround time reduction, automation rates, accuracy improvements).
• Build customer health scorecards and proactively mitigate churn risks.
• Drive renewals in partnership with sales and commercial teams.
• Capture case studies, testimonials, and references from successful engagements.

6. Voice of Customer & Internal Collaboration

• Channel structured customer feedback into product and research roadmaps.
• Report recurring issues, feature gaps, and language/domain coverage requests to product teams.
• Contribute to playbooks, onboarding templates, and success frameworks for repeatable delivery.

Required Skills & Qualifications

• 4–8 years in customer success, delivery management, or technical account management, preferably in AI/ML, SaaS, or enterprise software.
• Working knowledge of NLP/LLMs, speech technologies (ASR/TTS), and document AI (OCR, IDP) — able to discuss accuracy metrics, data requirements, and integration approaches credibly.
• Experience managing enterprise or government engagements; familiarity with Indian language technology ecosystems is a strong plus.
• Strong project management skills (Agile/hybrid); PMP/CSM certification desirable.
• Excellent communication, stakeholder management, and executive presentation skills.
• Comfort with tools: JIRA/Asana, CRM (HubSpot/Salesforce), dashboards (Grafana/Looker/Excel).
• Proven presales experience: proposal/RFP writing, solution scoping, PoC design, and technical demos; strong business writing skills.