Customer Success SME

Department:

Location:

About Aviso

Aviso AI is an integrated revenue platform that helps modern sales organizations and revenue teams close more deals, drive revenue growth, and mitigate risk through patented AI guidance. As the industry leader in AI-based revenue operations solutions, Aviso AI offers the most comprehensive set of intelligent tools and solutions for sales, marketing, and customer success teams that uncover hidden revenue opportunities across the customer lifecycle.

The Aviso AI platform spans six core pillars:

1. Predictive Forecasting
2. Deal Intelligence
3. Activity & Relationship Intelligence
4. Conversational Intelligence
5. GTM and Customer Collaboration
6. CRM Automation

20% increase in deal win rates

Position Overview

Customer Success professional

partnering with our Product team

Customer Success strategy and execution

Key Responsibilities

Product Validation

• Collaborate with the Product team to validate features and enhancements from a

  Customer Success perspective

  .
• Provide structured feedback to influence product roadmaps and ensure alignment with CS best practices.
• Regularly assess product fit for CS workflows (onboarding, adoption, renewals, expansion), identifying gaps and opportunities for improvement.

Strategic Alignment

• Act as the

  bridge between Product, Customer Success, and Sales

  to ensure product features support customer retention, renewals, and growth objectives.
• Contribute to customer-centric go-to-market strategies.
• Analyze customer feedback, market trends, and CS operations challenges to keep our solutions competitive.

Process Optimization

• Identify and implement solutions that streamline

  customer onboarding, health monitoring, and success planning

  .
• Ensure product integrations with CS tools are optimized to reduce friction for success managers and customers alike.
• Collaborate with internal teams to address operational bottlenecks that impact adoption and retention.

Data and Analytics

• Partner with analytics to develop and track

  customer health, adoption, and retention metrics

  enabled by product features.
• Ensure the product provides actionable insights for CSMs and leadership to make data-driven decisions.

Collaboration & Leadership

• Lead dialogue between CS and Product teams for seamless communication and alignment.
• Advocate for Customer Success in product planning and design decisions.
• Train and enable CS teams on new product capabilities to ensure successful adoption.

Qualifications

• 8–10+ years

  of experience in

  Customer Success, Account Management, or related roles

  within SaaS or technology companies.
• Proven experience collaborating with

  Product teams

  to influence customer-centric development.
• Strong understanding of

  CS processes

  including onboarding, health scoring, adoption, renewals, upsells, and churn prevention.
• Certification(s) in

  Gainsight

  (preferred) or other leading Customer Success platforms (Totango, ChurnZero, Catalyst, etc.).
• Strong analytical skills with the ability to interpret customer and product data into actionable insights.
• Excellent communication, leadership, and stakeholder management skills.
• Experience working with CRM systems (e.g., Salesforce) and data visualization/BI tools.
• Ability to work across

  India & US teams

  , often during

  US business hours

  .

Nice-to-Have

• Experience working in

  AI-driven platforms

  or customer intelligence tools.
• Previous role directly partnering with Product Management in a

  CS-focused product validation capacity

  .
• Familiarity with

  customer journey mapping, success planning frameworks, and health scoring models

  .