Customer Success Account Manager

• 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 support, reduce costs, and deliver effortless CX at scale.
• Reports to: Head of Revenue
• Stage: Team of 25. Primarily based in Bangalore, India, with a few team members in the USA. Shifts: US time-zone support.
• Growth: Raised seed round from Sequoia and profitable with over 2,000 US-based brands.
• Location: In-office. Bangalore, India.
• Compensation: INR 15 ? 25 LPA, depending on experience.
• Team: You'll be part of our world-class Customer Success team, working cross-functionally with Product, Sales, and Support to drive adoption and retention.
• Why now: We're scaling our CS team to migrate our customer base onto Richpanel AI, deepen relationships, and ensure long-term retention.

About the Role As a Customer Success Manager at Richpanel, your primary mandate is expansion, growing revenue within your portfolio by deepening AI adoption, . You'll own a portfolio of high-value accounts and act as a trusted advisor to CX and e-commerce leaders, connecting business goals to AI-driven automation outcomes. You'll manage customers end-to-end? from onboarding to renewal? while executing our AI Migration Playbook and helping it evolve. If you love growing accounts, solving business problems, demoing AI live, and turning adoption into executive-level impact, this is the role for you.

• Drive AI expansion across your portfolio identify upsell, cross-sell, and plan-upgrade opportunities, and convert them into signed deals.
• Own a portfolio of customer accounts, driving AI adoption, renewals, and growth. Maintain <5% quarterly churn across your portfolio.
• Build and nurture executive relationships with CX leaders, positioning yourself as a trusted partner.
• Run QBRs/MBRs tying Richpanel AI adoption to ROI, CX metrics, and business outcomes.
• Identify risks early and execute structured mitigation plans.
• Lead onboarding for new customers, ensuring AI 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.
• Execute and contribute to the AI Migration Playbook, renewal forecasting, and success frameworks.
• Represent the voice of the customer, influencing product roadmap and integrations.

• Drive portfolio expansion. Grow account value through AI Agents upsells and plan upgrades measured by NRR and ACV delta per account.
• 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.).
• Reduce Surprise Churn to ? 20%. Develop early warning signals and proactive intervention strategies.

• Consistent expansion across your accounts? upsells, cross-sells, and plan upgrades that grow ACV quarter over quarter.
• Strong GRR & NRR across your accounts, with consistent renewals.
• High AI automation adoption (50?70% per account) and measurable improvements in CSAT, resolution time, and cost savings.
• Recognized internally as an escalation point and AI workflow expert.
• Built turnaround plans to successfully prevent churn.
• Recognized by customer leadership as a trusted advisor.

• 3+ 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.
• Comfort working with AI products and demoing them live to customers.
• Excellent communication and storytelling abilities.
• Hands-on approach? able to execute playbooks and contribute to evolving them.
• 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

• 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 except autonomy and responsibility.

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