Customer Success Manager | Strategic Accounts

Richpanel; Bengaluru; On-site; INR 1,500,000 - 2,500,000; Full time

Benefits offered by this job

Bonuses

AI tech

Office space

Team outings

Impactful work

Job summary

Richpanel, an AI-first customer service platform, is seeking a Customer Success Manager to own a portfolio of high-value accounts and drive renewals, expansion, and measurable outcomes. You will onboard customers, run QBRs, build playbooks, and collaborate with Product, Sales, and Support to align outcomes with business goals.

This hands-on role requires deep product knowledge, strong communication, and a proven SaaS track record in a fast-paced startup environment.

Qualifications

• 4+ years in Customer Success or Account Management in SaaS.
• Track record in renewals, onboarding, adoption and expansions.
• Experience conducting QBRs/MBRs with senior executives.
• Strong problem-solving and analytical abilities.
• Excellent communication and storytelling skills.
• Hands-on approach with playbooks and success plans.

Responsibilities

• Own a portfolio of customer accounts, driving adoption, renewals and growth.
• Maintain <5% churn rate across your portfolio.
• Nurture executive relationships with CX leaders.
• Lead QBRs/MBRs tying Richpanel adoption to ROI.
• Identify risks early and surface upsell opportunities.
• Lead onboarding for new customers and ensure live automation.
• Act as a technical first responder for Level 1 issues.
• Collaborate with Product, Sales and Support to align strategy.
• Contribute to renewal forecasting and success playbooks.
• Represent customer voice for product roadmap and integrations.

Skills

SaaS CS

Renewals

Onboarding

Adoption

Executive relations

Communication

Playbooks

Product knowledge

Education

B.Tech or equivalent

Job description

• 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

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.
• 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: 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

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

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 — expect autonomy and responsibility