Quick Highlights

• Role: 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 support, reduce costs, and deliver effortless CX at scale.
• Reports to: Head of Revenue
• Stage: Team of 25. Primarily based in Bangalore, India, with a few team members in the USA. Shifts: US time-zone support.
• Growth: Raised seed round from Sequoia and profitable with over 2,000 US-based brands.
• Location: In-office. Bangalore, India.
• Compensation: INR 15 – 25 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: We're scaling our CS team to migrate our customer base onto Richpanel AI, deepen relationships, and ensure long-term retention.

About the Role

As a Customer Success Manager at Richpanel, your primary mandate is expansion, growing revenue within your portfolio by deepening AI adoption, . You'll own a portfolio of high-value accounts and act as a trusted advisor to CX and e-commerce leaders, connecting business goals to AI-driven automation outcomes.

You'll manage customers end-to-end  from onboarding to renewal  while executing our AI Migration Playbook and helping it evolve. If you love growing accounts, solving business problems, demoing AI live, and turning adoption into executive-level impact, this is the role for you.

Responsibilities

• Drive AI expansion across your portfolio identify upsell, cross-sell, and plan-upgrade opportunities, and convert them into signed deals.
• Own a portfolio of customer accounts, driving AI adoption, renewals, and growth. Maintain <5% quarterly churn across your portfolio.
• Build and nurture executive relationships with CX leaders, positioning yourself as a trusted partner.
• Run QBRs/MBRs tying Richpanel AI adoption to ROI, CX metrics, and business outcomes.
• Identify risks early and execute structured mitigation plans.
• Lead onboarding for new customers, ensuring AI 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.
• Execute and contribute to the AI Migration Playbook, renewal forecasting, and success frameworks.
• Represent the voice of the customer, influencing product roadmap and integrations.

Outcomes

• Drive portfolio expansion. Grow account value through AI Agents upsells and plan upgrades measured by NRR and ACV delta per account.
• 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.).
• Reduce Surprise Churn to ≤ 20%. Develop early warning signals and proactive intervention strategies.

What Success Looks Like

• Consistent expansion across your accounts  upsells, cross-sells, and plan upgrades that grow ACV quarter over quarter.
• Strong GRR & NRR across your accounts, with consistent renewals.
• High AI automation adoption (50–70% per account) and measurable improvements in CSAT, resolution time, and cost savings.
• Recognized internally as an escalation point and AI workflow expert.
• Built turnaround plans to successfully prevent churn.
• Recognized by customer leadership as a trusted advisor.

Requirements

• 3+ 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.
• Comfort working with AI products and demoing them live to customers.
• Excellent communication and storytelling abilities.
• Hands-on approach  able to execute playbooks and contribute to evolving them.
• SaaS experience required; e-commerce or CX automation experience preferred.
• B.Tech degree or equivalent.
• Strong technical aptitude, project management, and analytical skills..

Benefits

What We Offer

• Competitive salary and performance-based bonuses
• Opportunity to work with cutting-edge AI technology
• Modern, chic office space in a vibrant neighbourhood
• Quarterly team outings and off-sites
• Chance to make a meaningful impact in a rapidly growing startup

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Important Notes

• This 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 except autonomy and responsibility.

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