# Customer Success Manager - Strategic Accounts

> Richpanel · Bengaluru, India · Full-time · Posted 2026-01-05

**Salary:** INR 1,500,000–2,500,000

**Workplace:** on_site

**Department:** Customer Success

## 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.  
    **Shifts:** Rotational, including US time-zone support
-   **Growth:** Raised seed round from Sequoia and profitable with over 2,000 US-based brands.
-   **Location:** In-office. Bangalore, India.
-   **Compensation:** INR **15 – 25 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

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### 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.

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## Apply

[Apply at Richpanel](https://apply.workable.com/richpanel-1/j/765E602E9A/apply)

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