Senior Customer Success Executive

Within; India; Hybrid; INR 1,000,000 - 1,800,000; Full time

Benefits offered by this job

Equity (ESOPs)

Group medical

Life insurance

Parental leave

Learning fund

Fitness benefit

WFH setup allowance

Mental health sessions

Gift vouchers

Relocation support

PF benefits

Hybrid work Bengaluru

Job summary

Within is seeking a Customer Support Lead in Bangalore to blend hands-on issue resolution with team leadership. You will tackle complex customer problems, drive root-cause analysis, and collaborate with Product and Engineering to reduce recurring issues, while mentoring Support Executives.

We value ownership, AI/automation mindset, and a culture of rapid execution to help enterprise SaaS clients succeed. This is a key strategic role within our growing customer success organization.

Qualifications

• Enterprise B2B SaaS support experience.
• Ability to troubleshoot complex issues and own escalation paths.
• Strong customer-centric communication and empathy.
• Experience with root-cause analysis to prevent recurring issues.
• Interest in AI/automation to streamline support processes.
• Proven coaching and mentoring abilities.
• Ability to collaborate across Product and Engineering teams.
• Demonstrated ownership and execution of initiatives.

Responsibilities

• Lead day-to-day support activities for enterprise clients.
• Personally handle complex customer issues while guiding the team.
• Identify systemic issues and drive improvements via root cause analysis.
• Collaborate with Product and Engineering to reduce recurring problems.
• Mentor and develop Support Executives for higher performance.
• Champion AI/automation initiatives within the support function.

Skills

Enterprise B2B SaaS

Complex troubleshooting

Customer obsession

Root-cause analysis

AI/automation orientation

Coaching & mentoring

Cross-functional collaboration

Ownership & execution

Job description

About Within

Tldr on us: Series B, $91M raised, 7x growth last year.

Digital Transformation gave rise to a $600B consulting Industry. AI Transformation will be 10x bigger and will be delivered through agents. We built that.

Our AI discovers how work actually happens across every team and application, Structures it into a living Context Graph, and Improves it continuously.

ServiceNow mapped 900+ processes in 9 days. DoorDash captured 3,800+ finance operations in 14 weeks. That's not a project. That's compounding intelligence.

OpenAI, Google, DoorDash, and Stripe use Within to transform how they transform. We shipped GPT-4 document chat within 12 hours of OpenAI's API launch.

We move fast, reward agency, and care deeply about our customers, our team, and our mission.

The Role

The Customer Support Lead is expected to act as a senior individual contributor within the Customer Support organization while also providing day-to-day leadership and guidance to Customer Support Executives. The Lead should be capable of personally handling complex customer issues while simultaneously improving the effectiveness of the broader support team. The role requires someone who can move beyond reactive ticket resolution and identify systemic opportunities to reduce recurring issues through root-cause analysis, better documentation, self-service, automation, AI, and stronger collaboration with Product and Engineering.

Core Capabilities We Are Hiring For

• Enterprise B2B SaaS customer support

• Complex troubleshooting and escalation ownership

• Customer obsession and communication

• Root-cause analysis and ticket prevention

• AI/automation orientation

• Coaching and mentoring

• Cross-functional collaboration

• Ownership and execution

About our Benefits

• Equity (ESOPs) in addition to competitive cash compensation (CTC)

• Group medical insurance for you and your family

• Personal accident and Term Life Insurance for the employee only

• Paid Parental leave

• Annual learning fund of Rs. 10,000 per year

• Monthly fitness benefit of Rs. 14,000 per year

• One-time WFH set up allowance of Rs. 10,000

• Free Mental Health session with a therapist

• Birthday and work anniversary Gift voucher

• Year-end corporate gift

• Relocation support to Bangalore, India

• Provident Fund (PF) and statutory benefits as per Indian law

• Hybrid work from our Bangalore office, with office-related perks

Within is an equal opportunity employer. Within provides equal employment opportunities to all employees and applicants for employment without regard to race, caste, color, religion, gender, national origin, sexual orientation, gender identity or expression, age, disability, genetic information, or marital status.