About the job
Richpanel is an AI-first customer service platform disrupting the
$400B BPO market
. By automating customer support and enabling brands to deliver effortless CX at scale, Richpanel helps e-commerce businesses reduce costs, increase automation, and grow sustainably. We re headquartered in Bangalore with a global customer base of 2,000+ brands. Backed by leading investors, we re scaling rapidly and building a
world-class Customer Success team
to drive retention and revenue growth.
The Role
We re looking for an experienced
Customer Success Manager (CSM)
to own a portfolio of high-value accounts and ensure adoption, measurable ROI, and renewals. This role requires strong account management skills, technical fluency, and the ability to act as a trusted advisor
to e-commerce leaders. You ll be responsible for
end-to-end customer ownership
from onboarding to renewal while also helping evolve Richpanel s success playbooks, workflows, and processes. If you thrive in fast-paced environments, love solving business problems, and can translate technical adoption into executive-level storytelling, this role is for you.
Responsibilities
- Own a portfolio of customer accounts, driving
adoption, measurable outcomes, renewals, and growth
- Maintain
for assigned accounts.
Build and nurture executive relationships with CX leaders, positioning yourself as atrusted partnerRunQBRs/MBRsthat tie Richpanel adoption to customer ROI, CX metrics, and business outcomesProactively identify risks and create structured mitigation plans, while surfacing upsell and cross-sell opportunitiesLead onboarding for new customers, ensuring automation and workflows are fully operational within agreed timelinesAct as atechnical first responderfor Level 1 issues building confidence that you know the product inside outCollaborate cross-functionally with Sales, Product, and Support to align on account strategy and executionContribute to evolvingCS playbooks, renewal forecasting, and risk management frameworksROI storytelling, renewal positioning, and workflow designRepresent thevoice of the customerinternally, influencing product roadmap and integration priorities
What Success Looks LikeStrongGRR & NRR performanceacross your portfolio, with predictable renewals and consistent expansionsHigh automation adoption (30 60% per account) and measurable improvements inCSAT, resolution time, and cost savingsIdentify upsell and cross-sell opportunities by aligning product features with business goals.Recognized internally as ago-to escalation pointand subject matter expert on customer workflowsSuccessfully prevented customers from churning by building and executing turn-around plansRecognized as atrusted advisorby customer leadership and included in strategic CX discussionsYoud be a good fit if you have4+ yearsof experience inCustomer Success or Account Managementin a SaaS environmentProven track record of owningrenewals, onboarding, adoption, and expansionsDemonstrated success runningQBRs/MBRswith senior executives, tying product adoption to ROIStrongproblem-solving abilityable to map workflows, identify churn risks, and design automation strategiesExcellentcommunication and storytelling skillsyou can move beyond metrics to articulate business valueAhands-on operatorwho can roll up their sleeves to build workflows, playbooks, and success plansSaaS experience required;e-commerce SaaS or CX automation experience is a plus.Natural mentor and collaborator, eager toraise the bar for the CS functionB.Tech degree (Industrial Engineerspreferred)Strong technical aptitude and ability to quickly learn new softwareExcellent communication skills and cultural adaptabilityProject management and organizational skillsProblem-solving and troubleshooting abilitiesData analysis and interpretation skillsCustomer service orientation with a track record of helping clients succeedWhat We OfferCompetitive salary and performance-based bonusesOpportunity to work with cutting-edge AI technologyModern, chic office space in a vibrant neighborhoodQuarterly team outings and off-sitesChance to make a meaningful impact in a rapidly growing startupImportant NotesThis is an in-office position based in Bangalore, IndiaThe role requires working night shifts to align with US customer timingsWe have a work culture that prioritizes results and may require dedication beyond standard work hoursDisqualifiersPlease note that candidates will not be considered if they:Are not willing to work from our Bangalore officeAre not open to working night shifts when requiredDo not have a B.Tech degree or equivalent
