Customer Success Manager (Global) - AI & Agentic HRMS

peopleHum; Mumbai; On-site; INR 4,000,000 - 7,000,000; Full time

Job summary

peopleHum is seeking a senior Customer Success leader to own onboarding journeys, drive revenue targets, and lead multi-region teams in a fast‑growing AI-native SaaS platform. The role requires 5+ years in B2B SaaS customer success, deep knowledge of AI agents, automation, and security/compliance, with global or regional CS leadership experience.

You will collaborate with Sales, CHROs, HR, and IT to ensure rapid value delivery, strong CSAT/NPS, and proactive churn prevention while upholding

Qualifications

• Bachelor's degree in a relevant field and 5+ years in customer success within a B2B SaaS environment.
• Fluency with AI-native platforms and understanding of AI agents, automation, and ML translating to value.
• Experience leading global or regional CS teams; strong security/compliance knowledge.

Responsibilities

• Design AI-assisted onboarding journeys to get clients live quickly.
• Meet and exceed revenue targets; manage renewals and pricing.
• Resolve technical issues with Engineering, Product, and Sales; deploy AI copilots.
• Maintain CSAT and NPS; drive proactive retention and updates.
• Hire, develop, and lead multi-region teams; align capacity with growth.

Skills

AI-native platforms

Customer success

Communication skills

Problem solving

CS leadership

Revenue ownership

Global CS leadership

Security & compliance

Onboarding design

Education

Bachelor's degree

Tools

APIs & webhooks

Microservices

Automation workflows

Job description

DISCLAIMER: This position is open only for candidates in Mumbai. Applications from other locations will not be considered

About PeopleHum

peopleHum is the agentic, AI native platform for the entire employee lifecycle hiring, performance, engagement, and HRMS reimagined for a multi-generational workforce.

Where legacy HR software just stored data, peopleHum deploys intelligent agents that act, automating workflows, surfacing insights in real time, and taking the busywork off HR's plate so teams can focus on people. It's intuitive, agile, and deeply integrated HR that runs itself, so your customers can run their business.

We're a Codie Award winner (Best HCM Platform of the Year) and one of the fastest growing HR platforms in the world. Now we're building the agentic future of work and we want you in it.

Are you energized by global business? By solving real customer problems and getting to know how people across the world think, work, and lead? Do you want a front row seat to the AI revolution in HR? Then read on.

What We're Looking For

• Bachelor's degree in a relevant field and 5+ years in customer success within a B2B SaaS environment.
• Fluency with modern, AI-native platforms and a strong grasp of how AI agents, automation, and machine learning translate into real customer value.
• Hands-on comfort with integration and orchestration technologies APIs, webhooks, microservices, and agentic/automation workflows that connect systems and get work done autonomously.
• Strong understanding of security protocols, compliance, and data protection (GDPR, ISO, SOC2) non negotiable in an AI-first world.
• Proven track record growing and retaining B2B accounts, with genuine ownership of revenue and churn.
• Experience scaling and leading global or regional customer success teams.
• Excellent verbal and written communication skills.
• Strong analytical and problem-solving abilities and the curiosity to keep learning as the technology moves fast.

What You'll Own

Onboarding, reimagined

Design AI-assisted onboarding journeys that get clients live in days, not months partnering closely with peopleHum Sales, CHROs, HR, and IT teams. Put agentic workflows and automation to work so customers reach value faster and with less friction. Continuously gather and act on client feedback to sharpen the experience.

Revenue accountability

Meet and exceed revenue targets; partner with Sales to strategize on renewals and upsell opportunities. Own contract negotiations, pricing, and the subscription renewal process.

Operational leadership

Resolve technical issues fast, in coordination with Engineering, Product, and Sales. Deploy AI copilots, automation, and smart metrics to raise both efficiency and customer experience. Ensure adherence to SLAs and OLAs across every communication channel.

Customer engagement

Customer satisfaction: Consistently meet and exceed CSAT and NPS targets for a standout customer experience.

Predictive retention: Use AI driven insights to anticipate customer needs and get ahead of churn before it starts.

Proactive communication: Keep key accounts close with regular touch points updates, feedback, and issues handled before they escalated.

Customer education: Build training and enablement that help customers unlock the full power of peopleHum's agentic capabilities.

Team leadership

Hire, develop, and lead highperforming, inclusive teams across multiple regions. Plan capacity and staffing to align with our growth. Build an AI fluent team that's ready to support new agentic products the moment they ship. Champion peopleHum's culture and leadership principles.

This is the front line of the AI revolution in HR. If you want to shape how the world's companies hire, grow, and retain their people powered by agents that actually do the work come join the future.

DISCLAIMER: This position is open only for candidates in Mumbai. Applications from other locations will not be considered

Must have skills

• AI & agentic fluency - you understand how autonomous agents and automation change the game
• Technical proficiency
• Problem solving ability
• Team collaboration
• Product knowledge
• Communication
• Adaptability