Customer Success & Support Manager

Location - Bengaluru,Mysuru,Remote

Department:

About the Role

Customer Success & Support Manager

hands-on expertise with AI-driven support and customer success platforms

Key Responsibilities

• Client Engagement & Advocacy:

  Act as the primary client-facing leader, building strong relationships and ensuring long-term satisfaction.

• Team Leadership:

  Manage, coach, and scale customer-facing support teams, ensuring SLA adherence and excellent service delivery.

• AI-Driven Support Management:

  Leverage AI-driven support and success platforms to automate L1 resolution, streamline escalations, and improve customer experience.

• Operational Excellence:

  Define processes, workflows, and escalation strategies to maximize efficiency and scalability.

• Performance Tracking:

  Monitor KPIs such as SLA compliance, CSAT, NPS, case deflection, and customer health metrics.

• Collaboration:

  Work with Knowledge Managers and AI CX Automation Engineers to align support workflows with knowledge bases and automation initiatives.

• Continuous Improvement:

  Implement best practices, training, and process innovation to elevate both customer satisfaction and team performance.

Required Qualifications

• 12-16 years of experience in

  customer-facing roles

  , with at least 3+ years in managing support or customer success teams.

• Mandatory hands-on expertise in AI-driven support and customer success platforms

  (e.g., Freshworks AI/Freddy AI, Zendesk AI).
• Strong leadership and people management skills with proven ability to lead customer-facing teams.
• Excellent client communication, stakeholder management, and escalation handling skills.
• Analytical and data-driven mindset for monitoring team and customer success metrics.
• Ability to integrate AI workflows into daily support operations.

Preferred Qualifications

• Experience in

  enterprise SaaS, eCommerce, or digital platforms

  .
• Familiarity with

  agentic AI workflows

  and conversational AI optimization.
• Knowledge of customer success methodologies, customer journey mapping, and retention strategies.
• MBA or equivalent business/operations background is a plus.

Why Join Us?

• Lead a

  client-facing support and success function

  at the forefront of AI-driven customer experience.
• Drive measurable improvements in

  customer satisfaction, retention, and operational efficiency

  .
• Work closely with leadership to shape the future of

  AI-enabled support and customer success

  .
• Competitive compensation, career growth, and a collaborative environment.

About our Benefits:

Unilog offers a competitive total rewards package including competitive salary, multiple medical, dental, and vision plans to meet all our employees needs, career development, advancement opportunities, annual merit, a generous time-off policy, and a flexible work environment.