Job Description

Quick Highlights

Role:

Own end-to-end success for a portfolio of high-value customers at

Richpanel

, an AI-first customer service platform disrupting the $400B BPO market. Help e-commerce brands automate customer support, reduce costs, and deliver effortless CX at scale.

Reports to:

Head of Customer Success

Stage:

Team of 25. Primarily based in Bangalore, India, with a few team members in the USA.

Growth:

Raised seed round from Sequoia and profitable with over 2,000 US-based brands.

Location:

In-office. Bangalore, India.

Compensation:

INR

20 - 30 LPA

, depending on experience.

Team:

You'll be part of our world-class Customer Success team, working cross-functionally with Product, Sales, and Support to drive adoption and retention.

Why now:

With growing demand from 2,000+ e-commerce brands and accelerating automation adoption, we're scaling our Customer Success team to deepen relationships, increase automation ROI, and ensure long-term retention.

About the Role

As a

Customer Success Manager at Richpanel

, you'll own a portfolio of high-value accounts and drive measurable outcomes, renewals, and growth. You'll act as a trusted advisor to CX and e-commerce leaders--connecting business goals with automation outcomes.


You'll manage customers end-to-end--from onboarding to renewal--while helping shape Richpanel's success playbooks, workflows, and processes. If you love solving business problems, influencing product strategy, and turning adoption into executive-level impact, this is the role for you.

Responsibilities

Own a portfolio of customer accounts, driving adoption, measurable outcomes, renewals, and growth. Maintain

<5% churn rate

across your portfolio. Build and nurture executive relationships with CX leaders, positioning yourself as a trusted partner. Run QBRs/MBRs tying Richpanel adoption to ROI, CX metrics, and business outcomes. Identify risks early and execute structured mitigation plans, surfacing upsell and cross-sell opportunities. Lead onboarding for new customers, ensuring automation and workflows go live on time. Act as a technical first responder for Level 1 issues, demonstrating deep product knowledge. Collaborate cross-functionally with Product, Sales, and Support to align account strategy. Contribute to evolving playbooks, renewal forecasting, and success frameworks. Represent the

voice of the customer

, influencing product roadmap and integrations.

Outcomes

Retain 85% GRR annually

Focus on protecting existing revenue and proactively reducing churn and downgrades.

Maintain 80% coverage of your customer portfolio

Stay actively engaged with 80%+ of accounts every month (business reviews, adoption touchpoints, etc.).

Onboard 5 customers per month and score 90% on the Success Kit implementation

Success Kit = paid onboarding package ($2,000) + quality check to ensure implementation excellence.

Reduce Surprise Churn to 20%

Develop early warning signals and proactive intervention strategies.

What Success Looks Like

Strong GRR & NRR across your accounts, with consistent renewals and expansions. High automation adoption (

30-60% per account

) and measurable improvements in CSAT, resolution time, and cost savings. Identified upsell and cross-sell opportunities through alignment of features with business goals. Recognized internally as an escalation point and workflow expert. Built turnaround plans to successfully prevent churn. Recognized by customer leadership as a trusted advisor.

Requirements

4+ years of experience in

Customer Success or Account Management

in SaaS. Proven track record of owning renewals, onboarding, adoption, and expansions. Experience conducting QBRs/MBRs with senior executives, tying product adoption to ROI. Strong problem-solving skills -- able to map workflows, identify churn risks, and design automation strategies. Excellent communication and storytelling abilities. Hands-on approach -- able to build playbooks, workflows, and success plans. SaaS experience required;

e-commerce or CX automation

experience preferred. B.Tech degree or equivalent. Strong technical aptitude, project management, and analytical skills.

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 neighbourhood 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

night shifts

to align with US customer hours. * Our culture prioritizes results and ownership -- expect autonomy and responsibility.