Customer Success Manager Strategic Accounts

## 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. ## 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. ## About the Company Richpanel is an AI-first customer service platform disrupting the $400B BPO market. We help e-commerce brands automate customer support, reduce costs, and deliver effortless CX at scale. - **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. - **Shifts:** Rotational, including US time-zone support. ## 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.