Role: CSM – Trust & Online Safety (SaaS) Key Responsibilities: 🧭 Customer Onboarding & Implementation Guide enterprise customers through onboarding and technical implementation of Clients's AI moderation tools. Manage rollout timelines, coordinate between customer stakeholders (legal, engineering, ops), and ensure deployment success. 🤝 Account Success & Relationship Management Maintain regular check-ins: weekly, bi-weekly, or quarterly depending on customer maturity. Act as a strategic advisor and build trust with customers by aligning product capabilities to their evolving needs. 🧠 Domain Expertise in Trust & Safety Translate complex content moderation challenges (e.g., hate speech, CSAM, deepfakes) into actionable solutions using clients AI platform. Help customers adopt automation and AI-driven workflows where applicable. 🛠️ Technical Advisory & Product Enablement Understand client use cases and guide them in integrating APIs, customizing moderation logic, and using data analytics. Collaborate with internal teams (AI experts, former moderators, engineers) to deliver demos, prototypes, or escalations. 📊 Customer Health Monitoring Track product usage, customer sentiment, and support requests. Identify early signals of dissatisfaction or churn. Prepare client success reports and influence roadmap priorities with feedback loops. 🔄 Upsell & Expansion Support Identify unmet needs and advocate for additional feature adoption, AI automation, or licensing upgrades. 🌐 Cross-functional Collaboration Act as a connector between customers and clients internal teams – product, engineering, legal, and executive leadership. Qualifications: 2–4 years experience in Trust & Safety, Online Safety, or Content Moderation platforms (preferred over general SaaS or cybersecurity). Background working with enterprise clients in B2B SaaS – ideally with complex onboarding cycles. Familiarity with content governance, platform safety regulations (e.g., EU Digital Services Act), and moderation workflows. Experience collaborating with legal, operations, and engineering teams. Strong communication, client empathy, and stakeholder management skills. Ability to work in fast-paced startup environments with minimal structure. Preferred Skills & Qualities: Knowledge of Trust & Safety ecosystems – including moderation tooling, harmful content types, escalation policies. Technical fluency in APIs, workflows, dashboards; ability to interpret analytics and explain implications to clients. Energetic, proactive, extroverted, and able to work across time zones with remote teams. WFO - Visakhapatnam
