Customer Success Manager - B2B SaaS

Richpanel

Bengaluru

On-site

INR 800,000 - 1,200,000

Full time

14 days+

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Benefits offered by this job

Competitive salary and performance-based bonuses

Opportunity to work with cutting-edge AI technology

Modern, chic office space

Quarterly team outings

Chance to make a meaningful impact in a rapidly growing startup

Job summary

A leading AI customer service platform is seeking a Customer Success Manager in Bangalore, India. You will manage high-value accounts, ensuring product adoption and customer satisfaction. The ideal candidate has over 4 years in customer success or account management in a SaaS environment and possesses strong problem-solving and communication skills. This role includes night shifts to align with US customer timings and requires a hands-on approach to building workflows and success strategies.

Qualifications

4+ years of experience in Customer Success or Account Management in a SaaS environment.
Proven track record of owning renewals, onboarding, adoption, and expansions.
Strong problem-solving ability — able to map workflows and identify churn risks.

Responsibilities

Own a portfolio of customer accounts, driving adoption and measurable outcomes.
Maintain <5% churn rate for assigned accounts.
Build and nurture executive relationships with CX leaders.

Skills

Customer Success

Account Management

Technical Fluency

Problem-Solving Ability

Communication Skills

Education

B.Tech degree or equivalent

Job description

About the job

Richpanel is an AI-first customer service platform disrupting the $400B BPO market. By automating customer support and enabling brands to deliver effortless CX at scale, Richpanel helps e-commerce businesses reduce costs, increase automation, and grow sustainably.

We’re headquartered in Bangalore with a global customer base of 2,000+ brands. Backed by leading investors, we’re scaling rapidly and building a world‑class Customer Success team to drive retention and revenue growth.

The Role

We’re looking for an experienced Customer Success Manager (CSM) to own a portfolio of high‑value accounts and ensure adoption, measurable ROI, and renewals. This role requires strong account management skills, technical fluency, and the ability to act as a trusted advisor to e‑commerce leaders.

You’ll be responsible for end‑to‑end customer ownership — from onboarding to renewal — while also helping evolve Richpanel’s success playbooks, workflows, and processes. If you thrive in fast‑paced environments, love solving business problems, and can translate technical adoption into executive‑level storytelling, this role is for you.

Responsibilities

Own a portfolio of customer accounts, driving adoption, measurable outcomes, renewals, and growth
Maintain <5% churn rate for assigned accounts.
Build and nurture executive relationships with CX leaders, positioning yourself as a trusted partner
Run QBRs/MBRs that tie Richpanel adoption to customer ROI, CX metrics, and business outcomes
Proactively identify risks and create structured mitigation plans, while surfacing upsell and cross‑sell opportunities
Lead onboarding for new customers, ensuring automation and workflows are fully operational within agreed timelines
Act as a technical first responder for Level 1 issues — building confidence that you know the product inside out
Collaborate cross‑functionally with Sales, Product, and Support to align on account strategy and execution
Contribute to evolving CS playbooks, renewal forecasting, and risk management frameworks
ROI storytelling, renewal positioning, and workflow design
Represent the voice of the customer internally, influencing product roadmap and integration priorities

What Success Looks Like

Strong GRR & NRR performance across your portfolio, with predictable renewals and consistent expansions
High automation adoption (30–60% per account) and measurable improvements in CSAT, resolution time, and cost savings
Identify upsell and cross‑sell opportunities by aligning product features with business goals.
Recognized internally as a go‑to escalation point and subject matter expert on customer workflows
Successfully prevented customers from churning by building and executing turn‑around plans
Recognized as a trusted advisor by customer leadership and included in strategic CX discussions

You’ll be a good fit if you have …

4+ years of experience in Customer Success or Account Management in a SaaS environment
Proven track record of owning renewals, onboarding, adoption, and expansions
Demonstrated success running QBRs/MBRs with senior executives, tying product adoption to ROI
Strong problem‑solving ability — able to map workflows, identify churn risks, and design automation strategies
Excellent communication and storytelling skills — you can move beyond metrics to articulate business value
A hands‑on operator who can roll up their sleeves to build workflows, playbooks, and success plans
SaaS experience required; e‑commerce SaaS or CX automation experience is a plus.
Natural mentor and collaborator, eager to raise the bar for the CS function

Requirements

B.Tech degree or equivalent
Strong technical aptitude and ability to quickly learn new software
Excellent communication skills and cultural adaptability
Project management and organizational skills
Problem‑solving and troubleshooting abilities
Data analysis and interpretation skills
Customer service orientation with a track record of helping clients succeed

Benefits

Competitive salary and performance‑based bonuses
Opportunity to work with cutting‑edge AI technology
Modern, chic office space in a vibrant neighborhood
Quarterly team outings and off‑sites
Chance to make a meaningful impact in a rapidly growing startup
This is an in‑office position based in Bangalore, India
The role requires working night shifts to align with US customer timings
We have a work culture that prioritizes results and may require dedication beyond standard work hours

Please note that candidates will not be considered if they: