Customer Success Manager

Quick Highlights

• Role:

  Join Richpanel, an AI- first Customer Service Platform disrupting the $400B BPO market, as a

  Customer Success Manager

• Reports to:

  Head of Customer Success

• Location:

  Koramangala, Bangalore (In- Office)

• Shift Options (Rotating):

• 6:00 PM 3:00 AM IST
• 8:00 PM 5:00 AM IST

• Compensation:

• 0- 2 years of experience = 8 LPA
• 2+ years of experience = 15 LPA

• Team:

  Youll be part of our 24x7 customer success team managing frontline support for 2,000+ US- based brands

• Why now:

  With rapid product adoption and customer growth, we need passionate, proactive support agents who can grow into full- time CSMs

Mission

Key Responsibilities

• Handle

  100+ support tickets weekly

  through chat and email
• Participate in

  Slack threads

  with customers to troubleshoot and assist
• Maintain

  90% CSAT

  on responses and

• Document recurring issues

  and contribute to Richpanel s internal knowledge base (2 3 articles/week)
• Track and escalate patterns in bugs, friction points, or feature requests
• Transition into a full- stack CSM role over 6 12 months with responsibilities in onboarding, product adoption, renewals, and account expansion.

What Success Looks Like

• Resolve

  100 150 support tickets per week

• Maintain an average response time of

  and

Contribute2 3 internal knowledge base articles per week

6 12 Months: Success- FocusedComplete onboarding for assigned customerswithin 14 days, and ensureQBRs are scheduled with 100% of key accountsDrive product adoption by ensuring customers:Actively usecore features within 45 daysMeet theircustomer experience (CX) metric goalsMaintainfor assigned accountsIdentify upsell and cross- sell opportunitieswithin your portfolioCompetencies We ValueProduct & Tech Acumen:You quickly get hands- on with new platforms and take pride in mastering every aspect of the product. You proactively leverage AI to document your learnings, build internal playbooks, and create scalable solutions for recurring customer queries.Customer- Centric:You put users first, approach problems with empathy, and advocate for their success.Ownership:You take full responsibility, even when things get tough. You re eager to grow fast and embrace challenges as learning opportunities.Process- Oriented:You love building structure checklists, systems, and playbooks are second nature to you.Why Join as a CSM at RichpanelHigh- Impact Role:Direct influence on customer satisfaction and product experienceGrowth Path:Clear pathway to full- time CSM role within 6 12 monthsLearn by Doing:Youll gain real experience working across support, onboarding, and account managementCollaborative Culture:Work with a world- class team that s solving real- world problems with AIStartup Perks:A beautiful Koramangala office, quarterly outings, paid time off, and a team that values curiosity and driveInterview ProcessStep 1:Intro call Go over your current skillset and cover what you roles and responsibilities will beStep 2:Support simulation Assignment + Demo callStep 3:Final round Culture fitExpected timeline: 1 week

• B.Tech degree or equivalent
• Strong technical aptitude and ability to quickly learn new software
• Excellent communication skills and cultural adaptability
• Project management and organizational skills
• Pro