Customer Success Manager - Strategic Accounts

• 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. Shifts:?Rotational, including 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: With growing demand from 2,000+ e-commerce brands and accelerating automation adoption, we?re 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, you?ll own a portfolio of high-value accounts and drive measurable outcomes, renewals, and growth. You?ll act as a trusted advisor to CX and e-commerce leaders?connecting business goals with automation outcomes. You?ll manage customers end-to-end?from onboarding to renewal?while helping shape Richpanel?s 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.

• 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.

• 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%

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  What Success Looks Like
  • Strong GRR & NRR across your accounts, with consistent renewals and expansions.
  • High automation adoption (30?60% 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.

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