The Role

This is a rare hybrid. You are the person our clients call when something matters and you are the person our product team listens to when deciding what to build next. You own the client relationship end-to-end: from onboarding through expansion. And you own the feedback loop between what clients experience and what the product becomes.

You will work remotely from India, operating on US business hours, managing enterprise accounts across the US. You are the face of WeLaunch to some of our most important clients. At the same time, you will be deeply embedded in the product process - translating real-world client pain into clear, actionable requirements for the engineering and design team.

If you are purely a relationship manager who has never thought in systems and product terms - this is not the role. If you are purely a PM who has never sat across from a client and owned their success - this is not the role. If you are both, and you want to do both at the same time for an AI company growing fast - keep reading. What You'll Own

Client Success & Onboarding

Own the post-sale experience for all US enterprise clients

Lead structured onboarding from contract signing through go-live - kickoffs, walkthroughs, milestone tracking, and sign-off

Serve as the primary escalation point for any client issues; resolve fast, communicate clearly

Track and own CSAT, NPS, and renewal health across your accounts

Maintain a proactive communication cadence - clients should never have to chase you

Identify organic expansion opportunities through relationship depth and usage patterns

Relationship Management

Build deep, trusted relationships with client stakeholders - from ops managers to C-suite





Run quarterly business reviews over video; present results, gather feedback, align on next milestones

Represent WeLaunch with professionalism, warmth, and authority across every interaction

Be the kind of person clients mention by name when they talk about why they renewed

Product Management

Translate client feedback and field observations into structured product requirements

Write transparent, detailed briefs and user stories for the engineering and design team

Prioritize client-reported issues and feature requests in alignment with the product roadmap

Run UAT with clients before new features go live — ensure what ships works in the real world

Maintain a live feedback log across all accounts; surface patterns, not just individual requests

Participate in sprint planning and product reviews as the voice of the client

Cross-Functional Collaboration

Work closely with Ray (Operations & Client Delivery) to ensure delivery standards are met

Partner with the product and engineering team to close the loop on every commitment made to a client

Feed intelligence back to Sales & GTM - expansion signals, new use cases, competitor mentions

Collaborate with marketing on case studies, testimonials, and client success stories What You Must Have

3–6 years of experience in client success, account management,



or product management - ideally both

Prior experience managing US-based clients remotely from India or similar timezone setup

Experience managing enterprise or upper-mid market B2B clients in a high-touch environment

Demonstrated ability to write product requirements, user stories, or functional briefs that engineers can actually build from

Outstanding written and verbal communication in English - async-first, clear, and professional

High emotional intelligence - you can read a conversation, de-escalate tension, and build trust over a screen

Organized and process-oriented - you track every commitment, every next step, every open item

Comfortable working US hours - Eastern or Pacific time overlap is a requirement, not a preference

Experience working with AI, SaaS, or technology-enabled services companies You Are

Client-obsessed and product-minded in equal measure. You get on a call with a US enterprise client and make them feel like they are the only account that matters. You hang up and translate everything you heard into something the product team can act on. You are dependable, precise, and proactive. You don't drop balls. You don't wait to be followed up with. You close loops before anyone has to ask.

Bonus

Points

Prior experience in field service, fire & life safety, pest control, legal operations, or similar verticals

Familiarity with AI agent platforms, workflow automation, or operational software

Experience with CRM and CS tools - HubSpot, Gainsight, Notion, Jira, or equivalent

Existing relationships with US enterprise operators or PE-backed service businesses

📌 CSM & Product Manager (India)
🏢 Welaunch
📍 India