Customer Success Manager

Ripik Technology; Jharsuguda, Nalanda; On-site; INR 800,000 - 1,200,000; Full time

Job summary

Ripik.AI is seeking a Customer Success Manager to own post-sale relationships with enterprise customers—from onboarding through renewal and expansion. You’ll bridge plant-floor operations with product and engineering, translating needs into clear requirements and tracking adoption and ROI.

Travel to customer sites and weekly Noida-based training may be required; you’ll collaborate with Sales, Product, Engineering, and Support to protect long-term retention and drive measurable outcomes.

Qualifications

• 2-5 years of experience in customer success, project/program management, or account management, ideally in B2B SaaS or a similarly complex enterprise product.
• Proven experience managing cross-functional delivery — engineering, design, and business — using Agile methodologies.
• A track record of driving measurable outcomes — user engagement, adoption, churn reduction — through data-driven decision making.
• Comfortable translating customer needs into clear requirements and working directly with Product and Engineering teams.
• Excellent stakeholder management and communication skills — able to work directly with leadership as well as enterprise customer stakeholders.
• Openness to travel for customer site visits as required.
• Ability to report to the Head Office in Noida on alternate weeks for training purposes.

Responsibilities

• Own the end-to-end post-sale relationship for a portfolio of enterprise industrial customers — onboarding, adoption, and renewal/expansion.
• Translate customer needs and pain points into structured requirements, working with Product and Engineering to prioritise fixes and enhancements.
• Track customer health metrics — engagement, adoption, churn risk and proactively act on early warning signals before they become escalations.
• Run structured onboarding and rollout plans for new deployments, coordinating across engineering, operations, and the customer's plant teams.
• Own the customer's success plan and reporting on adoption, ROI delivered, and next steps.
• Collaborate cross-functionally with Sales, Product, Engineering, and Support to resolve escalations quickly and protect retention.
• Represent the voice of the customer in roadmap discussions, driving the product feedback loop.

Skills

Customer success

Project management

Account management

Agile

Data-driven decisions

Stakeholder management

Communication

Travel on site

Noida reporting

Job description

Overview about Ripik.AI:

Ripik.ai is an Accel-backed Applied AI company building computer vision and process optimization agents for the world's largest industrial enterprises across steel, cement, aluminum, chemicals, pharma, and power. Our Vision AI platform acts as an automated pair of eyes on the shop floor monitoring materials, equipment, and processes 24/7 with 95%+ accuracy, eliminating human error, and delivering measurable gains in throughput, yield, energy efficiency, and safety. We work with marquee customers including Tata Steel, JSW, ArcelorMittal, Vedanta, Godrej & Boyce, Grasim, Holcim, and Jindal Steel, and are scaling globally across India, the Middle East, Europe, and North America. As we move into our next phase of growth, we are building the operating backbone that will take Ripik from a high-velocity scale-up to a category-defining global industrial AI company.

The Role:

We are looking for a Customer Success Manager to own the post-sale relationship for Ripik's enterprise industrial customers — from onboarding through adoption, renewal, and expansion. You'll be the bridge between the customer's plant floor and Ripik's product and engineering teams, translating real operational needs into clear requirements, tracking adoption and health metrics, and making sure every deployment actually delivers the throughput, yield, and safety gains our customers signed up for.

Key Responsibilities:

• Own the end-to-end post-sale relationship for a portfolio of enterprise industrial customers — onboarding, adoption, and renewal/expansion.
• Translate customer needs and pain points into structured requirements, working with Product and Engineering to prioritise fixes and enhancements.
• Track customer health metrics — engagement, adoption, churn risk and proactively act on early warning signals before they become escalations.
• Run structured onboarding and rollout plans for new deployments, coordinating across engineering, operations, and the customer's plant teams.
• Own the customer's success plan and reporting on adoption, ROI delivered, and next steps.
• Collaborate cross-functionally with Sales, Product, Engineering, and Support to resolve escalations quickly and protect retention.
• Represent the voice of the customer in roadmap discussions, driving the product feedback loop.

Required Skills & Experience:

• 2-5 years of experience in customer success, project/program management, or account management, ideally in B2B SaaS or a similarly complex enterprise product.
• Proven experience managing cross-functional delivery — engineering, design, and business — using Agile methodologies.
• A track record of driving measurable outcomes — user engagement, adoption, churn reduction — through data-driven decision making.
• Comfortable translating customer needs into clear requirements and working directly with Product and Engineering teams.
• Excellent stakeholder management and communication skills — able to work directly with leadership as well as enterprise customer stakeholders.
• Openness to travel for customer site visits as required.
• Ability to report to the Head Office in Noida on alternate weeks for training purposes.

Good to have:

• Prior experience in an industrial, manufacturing, or enterprise B2B SaaS environment.
• Technical fluency across web, mobile, or data stacks — helps in translating customer issues for engineering.
• Experience working with cross-functional strategic mandate.

What can you expect?

• Direct ownership of the customer relationship for some of India's — and soon the world's — largest industrial enterprises.
• Ability to shape the future of manufacturing by leveraging best-in-class AI and software; we are a unique organization with niche skill set that you would also develop while working with us
• World class work culture, coaching and development
• Mentoring from highly experienced leadership from world class companies (refer to Ripik.AI website for details)
• International exposure

For more information visit below links:

• https://www.youtube.com/watch?v=YRuz3XxPfcE
• https://www.ripik.ai
• https://www.linkedin.com/company/ripik-ai/