Customer Success Manager (AI)

TL;DR

Customer Success Manager (AI/SaaS): Driving product adoption and customer satisfaction for SMB/MM segment customers with an accent on process change, value demonstration, and customer retention. Focus on monitoring customer health, conducting executive QBRs, and advocating for customer needs in a fast-moving startup environment.

Location: Onsite in Bengaluru, India

Company

Observe.AI is the leading AI agent platform for customer experience, enabling enterprises to automate customer interactions and analyze human and AI interactions.

What you will do

• Drive process change and product adoption through change management, training, and enablement.
• Monitor customer health across the customer journey and take data-driven actions.
• Conduct Quarterly Business Reviews at an executive level to demonstrate value.
• Champion and own customer retention, identifying upsell/cross-sell opportunities.
• Advocate for customer needs and educate on new feature adoption.
• Collaborate internally and externally to solve customer pain points.

Requirements

• 4+ years of experience owning clients in a Customer Success Manager capacity for a SaaS solution.
• Ability to uncover customer business needs and align SaaS product usage to meet those needs.
• Data-driven, process-oriented individual with a track record of improving products/processes.
• Must be based in Bengaluru, India.

Culture & Benefits

• Excellent medical insurance options and free online doctor consultations.
• Yearly privilege and sick leaves as per Karnataka S&E Act.
• Generous holidays, recognition, and parental leave policies.
• Learning & Development fund for continuous professional development.
• Fun events to build culture across the organization.
• Flexible benefit plans for tax exemptions.