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. -
Compensation:
INR 20 - 30 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.
Responsibilities
- Own a portfolio of customer accounts, driving adoption, measurable outcomes, renewals, and growth.
- Maintain
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 thevoice of the customer, influencing product roadmap and integrations.
OutcomesRetain 85% GRR annuallyFocus on protecting existing revenue and proactively reducing churn and downgrades.Maintain 80% coverage of your customer portfolioStay 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 implementationSuccess 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 LikeStrong 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.4+ years of experience inCustomer Success or Account Managementin 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 automationexperience preferred.B.Tech degree or equivalent.Strong technical aptitude, project management, and analytical skills.What We OfferCompetitive salary and performance-based bonusesOpportunity to work with cutting-edge AI technologyModern, chic office space in a vibrant neighbourhoodQuarterly team outings and off-sitesChance to make a meaningful impact in a rapidly growing startupImportant NotesThis is anin-office positionbased in Bangalore, India.The role requiresnight shiftsto align with US customer hours.Our culture prioritizes results and ownership expect autonomy and responsibility.
