Founding Senior Customer Success Manager

Auralis; Bengaluru; On-site; INR 1,800,000 - 3,000,000; Full time

Benefits offered by this job

In-office Bengaluru role

relocation support

Job summary

Auralis is hiring the first senior Customer Success hire to build the CS function from the ground up in Bengaluru. You will own onboarding, health scoring, QBRs, renewal and expansion motions, and the CS-to-product feedback loop.

You will manage strategic accounts across regions, set NRR targets, and craft the metrics and dashboards that prove CS impact. This is an in-office role requiring leadership of a growing CS team.

Qualifications

• 5–7 years in Customer Success / Account Management in B2B SaaS.
• Experience managing US or international enterprise/mid-market accounts from India.
• Owned a retention or NRR metric with evidence of results.
• Built or rebuilt a CS function or major CS process at an early-stage company or new unit.
• Familiarity with conversational AI, CX/support software, or contact-centre platforms.
• Comfortable in executive rooms; has run QBRs with VP/C-level stakeholders.

Responsibilities

• Design and run the customer lifecycle: pilot success plans, go-live methodology, adoption playbooks, health scoring, renewal playbooks, expansion triggers.
• Own the strategic account book across the US, DACH, ANZ and India.
• Set and hit net revenue retention, gross retention and expansion targets; report weekly to the CEO.
• Define metrics promised to customers and build reporting to prove them.
• Build CS tooling and process in the CRM; document everything for handover to the next CSM.
• Hire, onboard and coach CSMs as the book grows.
• Advocate for customers in product prioritisation and act as the CEO’s proxy in executive relationships.

Skills

Customer Success

Account Management

US/International Accounts

Renewals & NRR

Executive communication

CRM systems

CX tooling

Tools

CRM systems

CX platforms

Job description

The role

You are the first senior CS hire and will build the Customer Success function from the ground up: the onboarding methodology, health-scoring model, QBR cadence, renewal and expansion motion, and the CS-to-product feedback loop. You personally own our most strategic accounts and pilots, and you own net revenue retention as a company metric.

What you will do

• Design and run the Auralis customer lifecycle: pilot success plans, go-live methodology, adoption playbooks, health scoring, renewal playbooks, and expansion triggers.
• Own the strategic account book (largest customers, key partners’ end-customers, and high-stakes pilots) across the US, DACH, ANZ and India.
• Set and hit net revenue retention, gross retention and expansion targets; report weekly to the CEO.
• Define the metrics we promise customers (deflection, resolution, CSAT, cost-per-contact) and build the reporting that proves them.
• Build the CS tooling and process in the CRM; document everything so it can be handed to the next CSM.
• Hire, onboard and coach CSMs as the book grows.
• Act as the customer’s advocate in product prioritisation and as the CEO’s proxy in executive customer relationships.

Minimum requirements

• 5 to 7 years in Customer Success / Account Management in B2B SaaS, including at least 3 years managing US or international enterprise/mid-market accounts from India.
• Has owned a retention or NRR number and can evidence results (gross retention, NRR, expansion revenue).
• Has built or rebuilt a CS function or a major CS process at an early-stage company or new business unit.
• Deep familiarity with conversational AI, CX/support software or contact-centre platforms: knows what “good” looks like in deflection, containment and CSAT.
• Comfortable in executive rooms: has run QBRs and escalations with VP/C-level stakeholders in the US or Europe.
• Bangalore-based or willing to relocate; in-office.

Strong preference

• Direct competitor or adjacent background: Yellow.ai, Haptik, Gupshup, Verloop, Freshworks, Sprinklr, Kapture, Uniphore, Observe.AI, Avaamo, Exotel/Ozonetel, or a US-market-first Indian SaaS startup.
• Has managed CSMs.
• Experience with usage-based / outcome-based pricing and the renewals conversations that go with it.

Eligibility

• Legally eligible to work in India; no visa sponsorship for this role.
• Available for US/EU-overlapping hours several days a week.
• Valid passport; some international travel to strategic customers and events.
• Notice period ≤ 60 days preferred; buyout available.