Customer Success Manager | Strategic Accounts
Core
Own end-to-end success for a portfolio of high-value e-commerce brands, driving adoption, renewals, and growth for an AI-first customer service platform.
Role type
Senior Customer Success Manager (Strategic Accounts)
Builds
Customer success playbooks, workflows, and processes for Richpanel's automation platform
Domain
SaaS / E-commerce / Customer Experience Automation
Required skills
SaaS account management, QBR/MBR execution, churn risk mitigation, executive relationship building, onboarding leadership, technical troubleshooting, cross-functional collaboration, product roadmap influence, renewal forecasting, automation strategy
Preferred skills
E-commerce domain knowledge, CX automation experience, technical aptitude, project management
Technologies
Richpanel platform, automation workflows, QBR/MBR tools
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. Run QBRs/MBRs tying Richpanel adoption to ROI, CX metrics, and business outcomes. Identify risks early and execute structured mitigation plans. Lead onboarding for new customers. Act as a technical first responder for Level 1 issues. Collaborate cross-functionally with Product, Sales, and Support. Contribute to evolving playbooks and success frameworks. Represent the voice of the customer, influencing product roadmap and integrations.
Seniority
Senior, hands-on IC