Own end-to-end success for high-value e-commerce accounts at an AI-first customer service platform. Drive adoption, renewals, and growth while building executive relationships and reducing churn.

About the Company

Richpanel is an AI-first customer service platform disrupting the $400B BPO market. With over 2,000 US-based e-commerce brands as customers, Richpanel helps businesses automate customer support, reduce operational costs, and deliver effortless customer experiences at scale. The company is profitable, has raised a seed round from Sequoia, and operates a lean, high-impact team of 25 primarily based in Bangalore, India, with a few members in the USA. The culture emphasizes ownership, results, and autonomy within a fast-moving startup environment.

Role Overview

As a Customer Success Manager at Richpanel, you will own end-to-end success for a portfolio of high-value customers. Reporting to the Head of Customer Success, you will act as a trusted advisor to CX and e-commerce leaders—linking their business goals with automation outcomes. You will manage customers from onboarding through renewal, while helping shape Richpanel’s success playbooks, workflows, and processes. This role is ideal for someone who enjoys solving business problems, influencing product strategy, and translating product adoption into executive-level impact. The position is in-office in Bangalore, with rotational shifts including US time-zone coverage to align with the primary customer base.

Key Responsibilities

• Own a portfolio of customer accounts, driving adoption, measurable outcomes, renewals, and growth with a target of maintaining <5% churn rate.
• Build and nurture executive relationships with CX leaders, positioning yourself as a trusted partner.
• Run Quarterly Business Reviews (QBRs) and Monthly Business Reviews (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 (target: onboard 5 customers per month with 90% Success Kit implementation).
• 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.

Tech Stack

The role revolves around Richpanel’s own AI-first, SaaS-based customer service platform. The tech stack implicitly includes:

• AI/ML automation tools for customer support (e.g., chatbots, workflow automation)
• SaaS platform with integrations for e-commerce systems (e.g., Shopify, Magento, BigCommerce)
• Analytics and reporting tools for CX metrics and ROI tracking
• Customer success and engagement platforms (e.g., CRM, communication tools)
• Strong emphasis on product knowledge and hands-on configuration of automation workflows.

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.

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.