Location: Bangalore, India (In-Office) Experience: 2–6 Years
We are looking for a high-energy, data-driven Customer Success Manager to join our growing AI SaaS team in Bangalore. You will be the primary advocate for our US-based clients, ensuring they realize maximum value from our AI solutions. You aren't just a 'support' person; you are a strategic partner who understands the client's business goals and maps our AI capabilities to their success.
Key Responsibilities
End-to-End Ownership: Manage the entire post-sales journey for a portfolio of US clients, from initial onboarding to renewal and expansion.
Product Adoption & Training: Guide users through the complexities of our AI platform, ensuring they understand how to leverage specific features to solve their unique business problems.
Strategic Business Reviews (QBRs): Conduct regular high-impact meetings with US stakeholders to present data-backed insights, ROI metrics, and future roadmaps.
Churn Mitigation: Proactively monitor 'customer health' scores. Identify at-risk accounts early and develop 'get-well' plans to ensure high retention.
The Voice of the Customer: Collaborate with our Bangalore-based Product and Engineering teams to translate US client feedback into actionable product features.
Expansion & Upselling:
Identify opportunities for account growth and work closely with the Sales team to drive expansion revenue.
Required Qualifications & Skills
Experience: 2–6 years of experience in Customer Success, Account Management, or Client Relations within a B2B SaaS workplace.
Market Context: Proven experience managing US-based clients . You understand the communication nuances, expectations, and professional standards of the North American market.
AI/Tech Savvy: A strong interest in Artificial Intelligence and the ability to explain complex technical concepts in simple, value-driven terms.
Communication: Exceptional verbal and written English. You should be comfortable leading presentations for C-suite executives.
Analytical Mindset: Proficiency in using CRM and CS tools (e.g., Salesforce, HubSpot, Gainsight, or ChurnZero) to track health metrics and engagement.
Problem Solver: A 'roll-up-your-sleeves' attitude. You can navigate ambiguity and find creative solutions when a client faces a roadblock.
Ideal Candidate Profile
'You are someone who gets excited by a high 'NPS' score and isn't afraid to dive into data to prove ROI. You have a thick skin for feedback, a 'client-first' heart, and the technical curiosity to keep up with a product that evolves every week.'