Customer Success Specialist

GoML; India; On-site; INR 1,800,000 - 3,000,000; Full time

Job summary

GoML is seeking an AI Engagement Specialist to bridge Customer Success, Account Management, and delivery leadership. You will own the customer journey from sales handover through project delivery, adoption, renewals, and expansion.

Ideal candidates have 3–6 years in customer-facing roles, strong cross-functional collaboration, and a passion for AI, ML, and data engineering solutions. You will coordinate with Sales, Pre-Sales, Delivery, and Engineering to ensure measurable business value.

Qualifications

• Three to six years in customer-facing roles such as Account Management, Customer Success, Business Analysis, Engagement Management, Client Services, Program Management, or Project Management.
• Experience managing multiple customer accounts and engagements.
• Strong collaboration with Sales, Pre-Sales, Delivery, Engineering, Product, and Leadership teams.
• Translate customer requirements into clear execution plans.
• Experience reviewing project scope, deliverables, timelines, dependencies, risks, and/or Statements of Work.
• Strong communication across business, technical, operational, procurement, and executive stakeholders.
• Ability to manage customer expectations, project risks, escalations, renewals, and expansion opportunities.
• High ownership with the ability to drive actions and outcomes.
• Ability to balance customer expectations with delivery capacity and internal priorities.
• Ability to operate in a fast-paced environment.
• Excellent verbal, written, presentation, and documentation skills.

Responsibilities

• Own the customer journey from Sales-to-Delivery handover and onboarding through project delivery, UAT, adoption, renewals, and account expansion.
• Develop strong understanding of GoML offerings, customers, engagement model, and delivery processes.
• Learn how Sales, Pre-Sales, Delivery, Engineering, and Leadership collaborate across engagements.
• Familiarize with customer environments, security, and support dependencies.
• Build internal relationships and document engagement standards.
• Review project updates, UAT plans, adoption status, and account health.
• Become primary contact for assigned accounts and manage stakeholder updates.
• Establish regular check-ins, business reviews, and status meetings.
• Coordinate Sales-to-Delivery handovers and ensure alignment with scope and timelines.
• Track risks, dependencies, and escalation points; support risk mitigation.
• Maintain account plans, stakeholder maps, and renewal timelines.
• Identify expansion opportunities and coordinate with Sales/Pre-Sales for deals.

Skills

Customer engagement

Account management

Stakeholder management

Project management

Cross-functional collaboration

Communication skills

Problem solving

Ownership

Ambiguity handling

Education

Bachelor’s or Master’s degree (Business / Engineering / CS / Management)

Tools

CRM platforms

Delivery tracking tools

Job description

Build Strategic Customer Relationships with GoML

At GoML, we build cutting-edge Generative AI, AI/ML, and Data Engineering solutions that help businesses unlock the value of their data, automate intelligently, and create transformative AI-powered experiences.

Our mission is to bridge state-of-the-art AI technology with real-world enterprise applications, helping organizations innovate faster, make smarter decisions, and scale production-grade AI solutions.

AI Engagement Specialist

This role combines Customer Success, Account Management, and engagement leadership, acting as the bridge between customers and GoML’s Sales, Pre-Sales, Delivery, Engineering, and Leadership teams.

You will own the customer journey from Sales-to-Delivery handover and onboarding through project delivery, UAT, adoption, renewals, and account expansion. You will ensure engagements remain aligned with customer goals, proactively remove blockers, manage risks and expectations, and drive long-term customer value and growth.

Why You? Why Now?

As enterprises accelerate AI adoption, they need more than technology—they need trusted partners who understand their goals, align stakeholders, anticipate risks, and ensure AI solutions generate measurable business value.

This role is ideal for someone who enjoys managing complex customer relationships, coordinating cross-functional teams, solving business and delivery challenges, and identifying opportunities to grow strategic accounts.

You should also be curious about technology and interested in understanding how AI, ML, Generative AI, Data Engineering, cloud, and related technologies can solve customer problems.

What You’ll Do

• Develop a strong understanding of GoML’s Generative AI, LLM, Agentic AI, AI/ML, and Data Engineering offerings, customers, engagement model, and delivery processes.
• Understand active accounts, projects, signed Statements of Work, customer goals, use cases, milestones, stakeholders, renewal timelines, risks, and expansion opportunities.
• Learn how Sales, Pre-Sales, Delivery, Engineering, and Leadership collaborate across customer engagements.
• Familiarize yourself with customer technical environments, infrastructure, data, access, security, and support dependencies.
• Build strong internal relationships and understand GoML’s communication, documentation, escalation, and customer engagement standards.
• Review existing project updates, engagement cadences, UAT plans, adoption status, account health, and customer feedback.

First 60 Days: Customer Engagement & Delivery Alignment

• Become the primary point of contact for assigned customer accounts and own communication, stakeholder engagement, and relationship management.
• Establish regular customer check-ins, project status meetings, stakeholder updates, and business reviews.
• Build trusted relationships across customer business, technical, operations, and leadership teams.
• Participate in Sales-to-Delivery handovers and ensure smooth project onboarding.
• Review Statements of Work and ensure delivery remains aligned with agreed scope, outcomes, timelines, and customer expectations.
• Reconfirm project goals, dependencies, success criteria, communication preferences, timelines, and stakeholder responsibilities.
• Validate business, data, technical, infrastructure, security, DevOps, access, and support prerequisites before execution.
• Assess customer technical readiness and identify areas where additional GoML support may be required.
• Partner with Delivery and Engineering to track progress, resolve blockers, and meet customer commitments.
• Identify customer concerns, delivery risks, dependencies, and scope gaps early and coordinate resolution.
• Support UAT planning by aligning customer owners, testing expectations, timelines, sign-offs, and delivery support.
• Maintain accurate account plans, stakeholder maps, project updates, risks, and mitigation plans.
• Track account health, satisfaction, adoption, escalations, renewal timelines, and growth opportunities.
• Clearly communicate customer insights, delivery challenges, risks, and opportunities internally.

First 180 Days: Strategic Ownership, Adoption & Growth

• Own a portfolio of strategic accounts and drive customer satisfaction, retention, adoption, renewals, and expansion.
• Act as the customer champion internally, ensuring customer goals, priorities, expectations, and concerns are understood across teams.
• Maintain living account plans covering goals, use cases, stakeholders, active projects, risks, dependencies, adoption, commercial milestones, renewals, and growth opportunities.
• Ensure continued alignment between signed scope, solution delivery, customer expectations, and measurable business outcomes.
• Identify early warning signs of dissatisfaction, delivery delays, adoption challenges, project risks, or churn and coordinate mitigation plans.
• Build multi-threaded relationships across customer organizations to reduce dependency on individual stakeholders.
• Conduct structured customer and business reviews covering performance, satisfaction, adoption, risks, value realization, and future priorities.
• Help customers adopt, operationalize, and scale AI, ML, Generative AI, and Data Engineering solutions.
• Support post-deployment engagement and ensure solutions continue delivering measurable value.
• Track UAT completion, customer sign-offs, deployment readiness, adoption, and post-production support needs.
• Identify new use cases, business challenges, and expansion opportunities.
• Partner with Sales and Pre-Sales to qualify expansion opportunities, manage renewals, support commercial discussions, and shape long-term account strategy.
• Provide structured customer feedback to Engineering, Delivery, and Leadership to influence solution and roadmap priorities.
• Develop and improve repeatable practices for customer engagement, handovers, project readiness, UAT, risk management, adoption, account reviews, and customer success.
• Continuously improve customer experience, internal coordination, delivery alignment, retention, and account growth.

What You Bring

Must-Have

• 3–6 years of experience in customer-facing roles such as Account Management, Customer Success, Business Analysis, Engagement Management, Client Services, Program Management, or Project Management.
• Experience managing multiple customer accounts, projects, or strategic engagements.
• Strong experience collaborating with Sales, Pre-Sales, Delivery, Engineering, Product, and Leadership teams.
• Ability to understand customer business and technical requirements and translate them into clear execution plans.
• Experience reviewing project scope, deliverables, timelines, dependencies, risks, and/or Statements of Work.
• Strong communication skills across business, technical, operational, procurement, and executive stakeholders.
• Experience managing customer expectations, project risks, escalations, account health, satisfaction, renewals, and/or expansion opportunities.
• Strong stakeholder management, relationship-building, problem-solving, and conflict-resolution skills.
• Ability to balance customer expectations with delivery capacity, project scope, and internal priorities.
• Strong ownership with the ability to independently drive actions, follow-ups, and outcomes.
• Ability to manage ambiguity, prioritize effectively, and operate in a fast-paced environment.
• Excellent verbal, written, presentation, and documentation skills.

Nice-to-Have

• Experience in SaaS, technology services, AI, ML, Generative AI, Data Engineering, analytics, cloud, or operations-heavy businesses.
• Experience managing enterprise or mid-market customers.
• Experience with technology implementation, consulting, managed services, or project-based engagements.
• Familiarity with CRM, customer success, project management, or delivery tracking platforms.
• Exposure to solution scoping, proposals, pricing, commercial discussions, renewals, or contract expansion.
• Experience conducting business reviews, creating account plans, managing stakeholder maps, and presenting account insights.
• Familiarity with UAT, technical dependencies, infrastructure readiness, DevOps requirements, and deployment processes.
• Experience working with remote, global, or distributed teams and customers.

Additional Qualifications

• Bachelor’s or Master’s degree in Business, Engineering, Computer Science, Management, or a related field.
• Strong business acumen with the ability to navigate both commercial and technical conversations.
• High ownership, decisiveness, and comfort working in rapidly changing environments.
• Ability to structure complex information and communicate it clearly to customers and internal teams.
• Genuine interest in AI, ML, Generative AI, Data Engineering, and enterprise technology solutions.