About XTEN-AV XTEN-AV is an AI-powered cloud SaaS platform built for the professional audiovisual (AV) industry. AV integrators, designers, and consultants use our patented platform to design systems, build proposals, and manage projects, replacing manual spreadsheets and legacy CAD workflows. Our product suite includes X-DRAW (system design), X-DOC (proposals and documentation), X-PRO (project and service management), and XAVIA, our AI assistant. Shift: US business hours (EST/PST overlap)

Location:
Remote (work from home)

Experience:
3+ years owning customer accounts in B2B SaaS The Role We are looking for a Customer Success Manager to own a portfolio of North American accounts end to end, from onboarding through renewal and expansion. This is not a support or ticketing role. You will be the named owner for your customers and accountable for their adoption, health, and retention. We are a lean, growth-stage team. The right person does not wait for scheduled check-ins. You will spot an account going quiet in the data, reach out before it becomes a problem, and keep pushing until the customer is getting real value. What You Will Do
• Own your portfolio. Be the primary point of contact for a set of US customer accounts, including multi-license teams.
• Run onboarding. Join the kickoff call with the Account Executive, capture what was committed during the sale, and get customers to first value quickly.
• Track account health. Use usage dashboards to keep a explicit red/yellow/green status for every account, and act on what the data shows.
• Reduce churn. Engage low-usage and at-risk accounts well ahead of renewal, with a specific recovery plan for each.




• Grow accounts. Identify seat expansion, upsell, and cross-sell opportunities and partner with Sales to close them.
• Be the voice of the customer. Bring clear, prioritized feedback and blockers to Product, Engineering, and Support, and follow through until they are resolved.
• Keep records clean. Log every interaction, risk, and commitment in the CRM so nothing gets lost. What We Are Looking For
• 3+ years in a true Customer Success or Account Management role at a B2B SaaS company, where you owned a portfolio of accounts and were measured on retention, adoption, or renewals
• Direct experience working with US-based customers, including running onboarding sessions, check-ins, and business reviews with them
• A stable work history that shows you stay and grow in a role
• Excellent written and spoken English, and comfort presenting to business owners and senior stakeholders
• A proactive, high-ownership working style: you follow up consistently and do not wait to be told
• Ability to learn complex web applications quickly and explain them simply
• Hands-on experience with CRM and CS tools such as HubSpot, Salesforce, Zendesk, or similar
• Full commitment to working US business hours Nice to Have
• Experience with AV, construction, engineering, or design software, or with systems integrators
• Experience building onboarding programs, churn reduction initiatives, or health scoring
• Comfort using AI tools in your day-to-day work Remote Workstation Requirements
• Dedicated, quiet home office workspace
• High-speed, stable internet (50 Mbps or higher) with reliable power backup

📌 Customer Success Manager (India)
🏢 XTEN-AV
📍 India