Founding Senior Customer Success Manager
Experience Requirements:
5 to 7 years in Customer Success / Account Management in B2B SaaS, including at least 3 years managing US or international enterprise/mid-market accounts from India.
Has owned a retention or NRR number and can evidence results (gross retention, NRR, expansion revenue).
Has built or rebuilt a CS function or a major CS process at an early-stage company or new business unit.
Deep familiarity with conversational AI, CX/support software or contact-centre platforms.
Comfortable in executive rooms: has run QBRs and escalations with VP/C-level stakeholders.
Other Requirements:
Bangalore-based or willing to relocate; in-office.
Legally eligible to work in India; no visa sponsorship.
Available for US/EU-overlapping hours several days a week.
Valid passport; some international travel to strategic customers and events.
Responsibilities:
Design and run the Auralis customer lifecycle: pilot success plans, go-live methodology, adoption playbooks, health scoring, renewal playbooks, and expansion triggers.
Own the strategic account book across the US, DACH, ANZ and India.
Set and hit net revenue retention, gross retention and expansion targets; report weekly to the CEO.
Define metrics promised to customers and build reporting that proves them.
Build the CS tooling and process in the CRM; hire, onboard and coach CSMs.
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