Customer Success Manager - Strategic Accounts

Richpanel; Bengaluru; On-site; INR 2,000,000 - 4,000,000; Full time

Benefits offered by this job

Competitive salary and performance-based bonuses

Opportunity to work with cutting-edge AI technology

Modern office space

Quarterly team outings and off-sites

Meaningful impact in a growing startup

Job summary

A leading AI-driven customer service platform is seeking a Customer Success Manager in Bangalore, India. The role involves managing a portfolio of high-value customers, driving adoption and renewals, while acting as a trusted advisor to e-commerce brands. Successful candidates will have over 4 years in Customer Success, strong problem-solving skills, and a technical background. Competitive salary and performance-based bonuses are offered, along with an opportunity to work in a vibrant office environment.

Qualifications

• 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 to map workflows and design automation strategies.
• Hands-on approach in building playbooks, workflows, and success plans.

Responsibilities

• Own a portfolio of customer accounts, driving adoption and renewals.
• Maintain <5% churn rate across your portfolio.
• Build and nurture executive relationships with CX leaders.
• Run QBRs/MBRs tying Richpanel adoption to ROI.
• Identify risks early and execute structured mitigation plans.
• Lead onboarding for new customers, ensuring timely automation.

Skills

Customer Success or Account Management

Communication Skills

Problem-solving skills

Technical Aptitude

Project Management

Analytical Skills

Education

B.Tech degree or equivalent

Job description

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.
• Growth: Raised seed round from Sequoia and profitable with over 2,000 US-based brands.
• Location: In-office. Bangalore, India.
• Compensation: INR 20 – 40 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.

• 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 — expect autonomy and responsibility.