Quick Highlights

Role: Own end-to-end success for a portfolio of high-value customers at Richpanel, an AI-first customer service platform disrupting the $400B BPO market. Help e-commerce brands automate customer support, reduce costs, and deliver effortless CX at scale.

Reports to: Head of Customer Success

Stage: Team of 25. Primarily based in Bangalore, India, with a few team members in the USA.

Growth: Raised seed round from Sequoia and profitable with over 2,000 US-based brands.

Location: In-office. Bangalore, India.

Team: Youll be part of our world-class Customer Success team, working cross-functionally with Product, Sales, and Support to drive adoption and retention.

Why now: With growing demand from 2,000+ e-commerce brands and accelerating automation adoption, were scaling our Customer Success team to deepen relationships, increase automation ROI, and ensure long-term retention.

About the Role

As a Customer Success Manager at Richpanel, youll own a portfolio of high-value accounts and drive measurable outcomes, renewals, and growth. Youll act as a trusted advisor to CX and e-commerce leaders - connecting business goals with automation outcomes.

Youll manage customers end-to-end - from onboarding to renewal - while helping shape Richpanels success playbooks, workflows, and processes. If you love solving business problems, influencing product strategy, and turning adoption into executive-level impact, this is the role for you.

Responsibilities:

- Own a portfolio of customer accounts, driving adoption, measurable outcomes, renewals, and growth.

- Maintain <5% churn rate across your portfolio.

- Build and nurture executive relationships with CX leaders, positioning yourself as a trusted partner.

- Run QBRs/MBRs tying Richpanel adoption to ROI, CX metrics, and business outcomes.

- Identify risks early and execute structured mitigation plans, surfacing upsell and cross-sell opportunities.

- Lead onboarding for new customers, ensuring automation and workflows go live on time.

- Act as a technical first responder for Level 1 issues, demonstrating deep product knowledge.

- Collaborate cross-functionally with Product, Sales, and Support to align account strategy.

- Contribute to evolving playbooks, renewal forecasting, and success frameworks.

- Represent the voice of the customer, influencing product roadmap and integrations.

Outcomes

- Retain 85% GRR annually

- Focus on protecting existing revenue and proactively reducing churn and downgrades.

- Maintain 80% coverage of your customer portfolio

- Stay actively engaged with 80%+ of accounts every month (business reviews, adoption touchpoints, etc.).

- Onboard 5 customers per month and score 90% on the Success Kit implementation

- Success Kit = paid onboarding package ($2,000) + quality check to ensure implementation excellence.

- Reduce Surprise Churn to 20%

- Develop early warning signals and proactive intervention strategies.

What Success Looks Like

- Strong GRR & NRR across your accounts, with consistent renewals and expansions.

- High automation adoption (3060% per account) and measurable improvements in CSAT, resolution time, and cost savings.

- Identified upsell and cross-sell opportunities through alignment of features with business goals.

- Recognized internally as an escalation point and workflow expert.

- Built turnaround plans to successfully prevent churn.

- Recognized by customer leadership as a trusted advisor.

Requirements

- 4+ years of experience in Customer Success or Account Management in SaaS.

- Proven track record of owning renewals, onboarding, adoption, and expansions.

- Experience conducting QBRs/MBRs with senior executives, tying product adoption to ROI.

- Strong problem-solving skills - able to map workflows, identify churn risks, and design automation strategies.

- Excellent communication and storytelling abilities.

- Hands-on approach - able to build playbooks, workflows, and success plans.

- SaaS experience required; e-commerce or CX automation experience preferred.

- B.Tech degree or equivalent.

- Strong technical aptitude, project management, and analytical skills.

Benefits

What We Offer

- Competitive salary and performance-based bonuses

- Opportunity to work with cutting-edge AI technology

- Modern, chic office space in a vibrant neighbourhood

- Quarterly team outings and off-sites

- Chance to make a meaningful impact in a rapidly growing startup

Important Notes

- This is an in-office position based in Bangalore, India.

- The role requires night shifts to align with US customer hours.

- Our culture prioritizes results and ownership expect autonomy and responsibility.