Role & responsibilities

- Own the end-to-end customer success journey for our US-based clients onboarding, adoption, retention, and growth.

- Act as the primary point of contact for key accounts, building strong, trust-based relationships with US customers.

- Understand the technical aspects of myfuel.ai's product deeply enough to hold credible, detailed conversations with customers and internal engineering teams.

- Translate customer feedback and technical issues into clear requirements for engineering, and translate engineering updates back into customer-friendly language.

- Groom, mentor, and lead a team of customer support executives setting priorities, reviewing performance, and building their skills.

- Design and continuously improve processes and playbooks that let the customer success function scale as the customer base grows.

- Track customer health metrics (usage, satisfaction, renewal risk) and proactively address issues before they escalate.

- Drive timely resolution of customer escalations by coordinating across support, engineering, and product teams.

- Represent the voice of the customer in internal planning and product discussions.

- Maintain a calm, organized, and solutions-oriented approach even under pressure or tight deadlines.

Preferred candidate profile

- 8–10+ years of experience in Customer Success, Account Management, or a similar customer-facing role, ideally with software/SaaS products.

- Proven experience working directly with US-based clients,



including comfort working US shift hours.

- Excellent verbal and written communication skills, with the ability to explain technical concepts clearly to both technical and non-technical audiences.

- Strong technical aptitude — able to understand product architecture, APIs, integrations, or workflows well enough to have meaningful conversations with engineering teams.

- Demonstrated experience leading, mentoring, or managing a customer support/success team.

- A track record of building and scaling processes rather than just following them.

- Results-driven and tenacious, with a demonstrated ability to get things done quickly and effectively in a rapid-paced, evolving environment.

- A calm, positive, can-do attitude, especially when handling escalations or ambiguous situations.

- Bachelor's degree in a relevant field (Business, Engineering, Computer Science, or equivalent experience).

Good to Have

- Prior experience in a startup or high-growth tech environment.

- Familiarity with CRM/customer success tools (e.g., Salesforce, HubSpot, Gainsight, Zendesk, Freshdesk).

- Experience setting up or improving customer success processes from the ground up.

What You'll Get

- The opportunity to build and lead a customer success function at a fast-growing company.

- Direct exposure to US enterprise customers and cross-functional collaboration with product and engineering.

A collaborative, high-ownership culture that values getting things done well and fast.

📌 Customer Success Manager (CSM) (Hyderabad)
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