Customer Success Manager | Strategic Accounts

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 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.
• Shifts: Rotational, including US time-zone support
• Growth: Raised seed round from Sequoia and profitable with over 2,000 US-based brands.
• 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: 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 retention.

About the Role:

As 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 integrations.

Outcomes:

• 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 strategies.

What 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 advisor.

Requirements:

• 4+ 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 skills.

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

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, and expects autonomy and responsibility.