Job Title: Customer Success Manager
Company: Verloop.io
Location: Bangalore (Office Based)
About Verloop
Verloop.io is a leading Conversational AI platform that helps enterprises automate and enhance customer support and engagement across channels such as WhatsApp, web, in-app chat, and voice. Trusted by large enterprises across BFSI, e-commerce, logistics, travel, and consumer services, Verloop enables businesses to deliver faster, smarter, and more personalized customer experiences at scale.
At Verloop, we are building a product-first, customer-obsessed organization. We operate with a strong startup mindset—high ownership, fast execution, and continuous learning—while solving complex, mission-critical problems for enterprise customers. If you enjoy working in an environment where your impact is visible and your decisions shape both customer outcomes and product direction, you'll feel at home here.
About The Role
As a Customer Success Manager at Verloop, you will own and grow strategic enterprise customer relationships in a fast-moving startup environment. This role is ideal for someone who thrives in ambiguity, takes end-to-end ownership, and enjoys building processes while simultaneously managing high-expectation enterprise customers. You will be responsible for ensuring customers successfully deploy, scale, and continuously extract business value from Verloop's Conversational AI platform. You will act as a trusted advisor to senior stakeholders while collaborating closely with Product, Engineering, Sales, and Leadership.
What You'll Own
Enterprise Customer Ownership
- Own a portfolio of mid-market and enterprise customers end-to-end—from onboarding and adoption to renewals and expansion.
- Serve as the primary strategic and technical point of contact for senior business and technical stakeholders.
- Lead complex, multi-stakeholder conversations that tie Verloop's platform capabilities to measurable business outcomes.
- Proactively manage risks, escalations, and high-pressure situations with enterprise customers.
Adoption, Scale & Value Creation
- Drive deep product adoption across multiple use cases, teams, and channels within customer organizations.
- Enable customers on the Verloop dashboard, analytics, reporting, and advanced platform capabilities.
- Own customer success plans and KPIs such as automation %, use-case coverage, CSAT, NPS, and Customer Health Index.
- Champion adoption of new features and releases through structured enablement, pilots, and strategic reviews.
Strategic Reviews & Insights
- Lead Quarterly Business Reviews (QBRs) with a strong focus on ROI, business impact, and roadmap alignment.
- Define and present enterprise-grade metrics that resonate with CX leaders, operations heads, and decision-makers.
- Act as the voice of the customer by gathering structured feedback and influencing product prioritization.
- Partner with Marketing on case studies, testimonials, references, and customer advocacy initiatives.
Renewals, Expansion & Growth (Upselling & Cross-Selling)
- Own renewals for your accounts with a target renewal rate of 90%+.
- Identify and execute upsell and expansion opportunities in collaboration with Sales.
- Drive strong Net Dollar Retention (NDR) through value-led account growth.
Startup Mindset Responsibilities
- Operate with high ownership and minimal hand-holding in a fast-paced startup environment.
- Identify gaps in processes, tooling, or customer workflows and help build scalable solutions.
- Create and document playbooks, best practices, and frameworks that the team can reuse.
- Balance short-term execution with long-term scalability as the company grows.
What Will Help You Succeed
- 3–7 years of experience in Customer Success, Technical Account Management
within a B2B SaaS company.
- Experience managing enterprise or large mid-market customers with complex deployments and multiple stakeholders.
- Strong technical acumen with the ability to translate platform capabilities into business value.
- Comfort working in ambiguity, wearing multiple hats, and building processes from scratch.
- Excellent communication, stakeholder management, and problem-solving skills. Growth & Leadership Opportunities
- Lead cross-functional initiatives across Product, Sales, and Engineering.
- Mentor junior CSMs and contribute to hiring and onboarding.
- Drive strategic projects that improve customer experience, retention, and scale.
- Build a long-term career path as Verloop continues to scale globally.
Skills: adoption,renewals,retention management
