Customer Success Manager - B2B SaaS

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.

About 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 growth
• Maintain <5% churn rate for assigned accounts.
• Build and nurture executive relationships with CX leaders, positioning yourself as a trusted partner
• Run QBRs/MBRs that tie Richpanel adoption to customer ROI, CX metrics, and business outcomes
• Proactively identify risks and create structured mitigation plans, while surfacing upsell and cross-sell opportunities
• Lead onboarding for new customers, ensuring automation and workflows are fully operational within agreed timelines
• Act as a technical first responder for Level 1 issues — building confidence that you know the product inside out
• Collaborate cross-functionally with Sales, Product, and Support to align on account strategy and execution
• Contribute to evolving CS playbooks, renewal forecasting, and risk management frameworks
• ROI storytelling, renewal positioning, and workflow design
• Represent 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

You'll be a good fit if you have ...

• 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

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