Customer Success Manager

Location: Bangalore, India (In-Office)

Experience: 2–6 Years

We are looking for a high-energy, data-driven Customer Success Manager to join our growing AI SaaS team in Bangalore. You will be the primary advocate for our US-based clients, ensuring they realize maximum value from our AI solutions. You aren't just a support person; you are a strategic partner who understands the client's business goals and maps our AI capabilities to their success.

Key Responsibilities

• End-to-End Ownership: Manage the entire post-sales journey for a portfolio of US clients, from initial onboarding to renewal and expansion.
• Product Adoption & Training: Guide users through the complexities of our AI platform, ensuring they understand how to leverage specific features to solve their unique business problems.
• Strategic Business Reviews (QBRs): Conduct regular high-impact meetings with US stakeholders to present data-backed insights, ROI metrics, and future roadmaps.
• Churn Mitigation: Proactively monitor customer health scores. Identify at-risk accounts early and develop get-well plans to ensure high retention.
• The Voice of the Customer: Collaborate with our Bangalore-based Product and Engineering teams to translate US client feedback into actionable product features.
• Expansion & Upselling: Identify opportunities for account growth and work closely with the Sales team to drive expansion revenue.

Required Qualifications & Skills

• Experience: 2–6 years of experience in Customer Success, Account Management, or Client Relations within a B2B SaaS environment.
• Market Context: Proven experience managing US-based clients. You understand the communication nuances, expectations, and professional standards of the North American market.
• AI/Tech Savvy: A strong interest in Artificial Intelligence and the ability to explain complex technical concepts in simple, value-driven terms.
• Communication: Exceptional verbal and written English. You should be comfortable leading presentations for C-suite executives.
• Analytical Mindset: Proficiency in using CRM and CS tools (e.g., Salesforce, HubSpot, Gainsight, or ChurnZero) to track health metrics and engagement.
• Problem Solver: A roll-up-your-sleeves attitude. You can navigate ambiguity and find creative solutions when a client faces a roadblock.
  

Ideal Candidate Profile

You are someone who gets excited by a high NPS score and isn't afraid to dive into data to prove ROI. You have a thick skin for feedback, a client-first heart, and the technical curiosity to keep up with a product that evolves every week.