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 growthMaintain <5% churn rate for assigned accounts
Build and nurture executive relationships with CX leaders, positioning yourself as a trusted partnerRun QBRs/MBRs that 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 a technical first responder for 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 evolving CS playbooks, renewal forecasting, and risk management frameworksROI storytelling, renewal positioning, and workflow designRepresent the voice of the customer internally, influencing product roadmap and integration priorities
What Success Looks Like
- Strong GRR & NRR performance across your portfolio, with predictable renewals and consistent expansions
- High automation adoption (30-60% per account) and measurable improvements in CSAT, resolution time, and cost savings
- Identify upsell and cross-sell opportunities by aligning product features with business goals
- Recognized internally as a go-to escalation point and subject matter expert on customer workflows
- Successfully prevented customers from churning by building and executing turn-around plans
- Recognized as a trusted advisor by customer leadership and included in strategic CX discussions
Requirements
- 4+ years of experience in Customer Success or Account Management in a SaaS environment
- Proven track record of owning renewals, onboarding, adoption, and expansions
- Demonstrated success running QBRs/MBRs with senior executives, tying product adoption to ROI
- Strong problem-solving ability — able to map workflows, identify churn risks, and design automation strategies
- Excellent communication and storytelling skills — you can move beyond metrics to articulate business value
- A hands-on operator who can roll up their sleeves to build workflows, playbooks, and success plans
- SaaS experience required; e-commerce SaaS or CX automation experience is a plus
- Natural mentor and collaborator, eager to raise the bar for the CS function
Requirements
- 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
- Problem-solving and troubleshooting abilities
- Data analysis and interpretation skills
- Customer service orientation with a track record of helping clients succeed
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 neighborhood
- 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 working night shifts to align with US customer timings
- We have a work culture that prioritizes results and may require dedication beyond standard work hours
Disqualifiers
Please note that candidates will not be considered if they:
- Are not willing to work from our Bangalore office
- Are not open to working night shifts when required
- Do not have a B.Tech degree or equivalent
