Customer Success Manager | Strategic Accounts
Richpanel (company site, opens in a new tab)4+ yrsBengaluruOn-siteDirect career pageEst. 15–25 LPA
Posted on 31 Aug
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Job description
Structured overview of role & requirements
About This Role
- Own a portfolio of high-value SaaS customer accounts, driving adoption, measurable outcomes, renewals, and growth with <5% churn rate.
- Maintain 80%+ active engagement coverage with accounts monthly, onboarding approximately 5 new customers per month with a ≥ 90% success implementation score.
- Serve as a trusted advisor to CX and e-commerce leaders, leading QBRs/MBRs, managing risks, identifying upsell opportunities, and influencing product strategy and workflows.
Minimum Requirements
- Minimum 4 years of experience in Customer Success or Account Management in SaaS, with proven ownership of renewals, onboarding, adoption, and expansions.
- B.Tech degree or equivalent technical degree.
- Experience conducting QBRs/MBRs with senior executives and tying product adoption to ROI.
- Must be willing to work in-office in Bangalore, India with rotational night shifts for US time-zone support.
Ideal Candidate Profile
- Experienced in handling high-value SaaS accounts within e-commerce or CX automation domains.
- Strong technical aptitude with hands-on ability to create playbooks, workflows, and success plans, demonstrating operational ownership and problem-solving skills.
- Able to work cross-functionally and act as escalation point, showing strategic ability to reduce churn, drive expansions, and align product features with business goals.