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Known SaaS brand and Bangalore metro increase competition, but seniority and technical AI/data requirements moderate applicant density.
Role requires deep B2B SaaS CS, data engineering and GenAI experience, making cross-industry transfers difficult.
Explicit 12+ years, mandatory technical AI/data expertise, and leadership responsibilities make screening highly selective.
Manage and retain a portfolio of 10-15 strategic enterprise accounts, overseeing onboarding, renewals, upsells, and complex implementations involving data engineering and AI technologies.
Lead, mentor, and coach Customer Success Managers, owning the development and scaling of Customer Success playbooks, health-score frameworks, and retention strategies.
Act as primary escalation point for critical account issues and maintain executive relationships (C-level/VP level) to drive business value and align on platform direction.
12+ years experience in customer success management, engagement management, technical delivery, professional services, or sales engineering in B2B SaaS.
Technical expertise in data operations and data engineering pipelines (ETL/ELT) and modern AI technologies (GenAI, RAG, vector databases, LLM data flows).
Proven experience building/scaling Customer Success frameworks and leading teams with measurable KPIs.
Location: Bengaluru, India (hybrid requiring 2 days in office weekly).
Experienced in balancing deep technical knowledge of data engineering and AI with high-level customer value creation and executive business management.
Comfortable handling multiple complex cross-functional activities simultaneously, including executive and technical conversations.
Proven ability to lead from the front by carrying own accounts while raising team standards and rewriting Customer Success playbooks.