Customer Success Account Manager
Core
Own end-to-end success for a portfolio of high-value e-commerce brands, driving AI adoption, renewals, and expansion for Richpanel's AI-first customer service platform.
Role type
Senior Customer Success Account Manager (SaaS)
Builds
AI-driven customer service automation workflows and support systems
Domain
SaaS / E-commerce / Customer Experience (CX)
Deliverable
production ML models
Required skills
Account management, QBR/MBR execution, churn risk mitigation, onboarding leadership, technical product demonstration, cross-functional collaboration, data analysis, workflow mapping, executive relationship building
Preferred skills
E-commerce domain knowledge, CX automation experience, AI product familiarity
Technologies
Richpanel AI platform, AI Agents, automation workflows
Responsibilities
Drive AI expansion and upsell opportunities within customer portfolios; maintain <5% quarterly churn; build executive relationships with CX leaders; run QBRs/MBRs tying AI adoption to ROI; identify risks and execute mitigation plans; lead onboarding for new customers; act as technical first responder for Level 1 issues; represent customer voice to influence product roadmap.
Seniority
Mid-Senior, hands-on IC