Intelo.ai
Website:
intelo.ai
Job details:
Customer Success Manager
Location: India (Flexible) | Full-Time | Intelo.ai
About Intelo
Intelo is a transformation partner building AI agents that drive efficiency, accuracy, and growth across retail businesses. We solve critical supply chain and merchandising workflows using purpose-built AI technology.
Our platform enables retailers to:
- Forecast demand accurately
- Reduce excess inventory
- Improve sell-through
- Make faster, smarter decisions
We operate at the intersection of AI, data, and retail operations — translating complex data into outcomes that move businesses forward.
Role Overview
We are looking for a Customer Success Manager (CSM) to be the trusted advisor and primary point of accountability for a portfolio of enterprise retail customers post-implementation. You will own the customer relationship, drive measurable value realization from the Intelo platform, and partner with Sales, Product, and Engineering to grow each account.
This role sits at the center of the customer journey — from go-live through renewal and expansion. You will build the Success Plan, run Executive Business Reviews, monitor customer health, and proactively address risk before it becomes churn. You are not waiting for tickets — you are driving outcomes.
THE BAR This is a customer-facing, outcomes-led role. If you thrive on accountability, judgment, and visible impact — read on.
What We Expect From Every Person at Intelo
Here to Make a Difference — Challenges the status quo. Experiments boldly. Adapts when the ground shifts.
Open by Default — Raises concerns early. Shares knowledge transparently.
Owns It — Takes initiative. Follows process even when it is hard. Makes decisions with context — not escalation.
Product Over Tickets — Thinks from the customer backwards. Fights unnecessary complexity. Automates repetitive work.
Always Learning — Seeks deep understanding. Uses AI as leverage to improve thinking and output. Continuously upgrades technical and product judgment.
Key Responsibilities
Customer Relationship Ownership
- Serve as the single point of accountability for a portfolio of enterprise retail customers post go-live
- Build trusted-advisor relationships across the customer organization — from end users to VPs of Merchandising and Supply Chain to C-suite sponsors
- Own the end-to-end customer relationship from onboarding handoff through renewal and expansion
- Lead recurring customer cadences — weekly operational syncs, monthly business reviews, and quarterly Executive Business Reviews (EBRs)
Adoption & Value Realization
- Build a Success Plan for every account with clear business outcomes, milestones, and stakeholder map
- Drive adoption of Intelo agents across the customer's planning, merchandising, and supply chain teams
- Quantify and communicate measurable business impact — inventory reduction, forecast accuracy, sell-through gains, working-capital improvements
- Run usage reviews using product telemetry and customer health scoring — identify under-adopting workflows and intervene early
Renewal & Expansion
- Own the renewal forecast for your portfolio in partnership with the Account Executive
- Identify cross-sell and upsell opportunities — new agents, additional business units, expanded user seats
- Quarterback expansion conversations from value pitch through commercial close
- Maintain a healthy pipeline of expansion opportunities tracked in CRM
Customer Health & Risk Management
- Maintain accurate customer health scoring across adoption, business outcomes, sentiment, and executive engagement
- Proactively identify retention risk and execute structured save-plays
- Escalate cleanly and early — to leadership, Product, or Engineering — when blockers warrant it
- Own the at-risk customer playbook for your portfolio
Voice of the Customer
- Be the voice of the customer inside Intelo — surface feature requests, friction points, and workflow gaps to Product
- Translate customer needs into clear, prioritized product feedback with business context
- Run customer councils, beta programs, and early-access engagements with strategic accounts
Issue & Escalation Management
- Own ticket management for your portfolio — ensure issues are logged, triaged, and resolved within SLA
- Triage effectively — distinguish data issue, configuration issue, product bug, or expectation gap
- Coordinate across Implementation, Engineering, and Support for resolution
- Communicate proactively on issue status — never wait to be asked
Documentation & Reporting
- Maintain accurate account records, health scores, and activity logs in CRM
- Write clear, concise customer-facing updates and internal status reports
- Capture every key decision and commitment in writing
Required Qualifications
- 4–8 years of experience in Customer Success, Account Management, or Customer Services in a SaaS or technology company
- Demonstrated track record managing a book of enterprise customers and hitting renewal and expansion targets
- Exceptional communication skills — written and verbal. Confident leading EBRs and conversations with VP+ stakeholders
- Strong ownership mindset — follows through, flags risks early, does not need to be chased
- Experience managing multiple enterprise accounts simultaneously
- Comfortable with data — can read dashboards, interpret outputs, and have informed conversations about business metrics
- Active user of AI tools — ChatGPT, Claude, Copilot, or similar — to amplify thinking and output
- Ability to work across time zones and with global customer teams
- Bachelor's degree or equivalent practical experience
Preferred Experience
- Background in retail, supply chain, or merchandising — replenishment, demand planning, inventory management, or assortment
- Experience with retail planning software (Blue Yonder, o9, Relex, Anaplan, SAP IBP, or similar)
- Exposure to AI or data-driven SaaS platforms
- Familiarity with CRM and customer success tooling (Salesforce, Gainsight, Jira, Zendesk)
- Experience running Success Plans, EBRs, and customer health programs at scale
- Track record of NPS improvement, churn reduction, and net revenue retention growth
What “Success” Looks Like in This Role
- Owns their customer portfolio without needing to be managed
- Communicates risks before they become problems
- Builds relationships that outlast individual projects and personnel changes
- Is the face of Intelo the customer trusts — not just knows
- Drives expansion naturally through consistent, measurable value delivery
- Brings the customer's voice into product conversations with clarity and context
- Hits Gross Retention, Net Retention, and Customer Health targets quarter over quarter
Why Join Intelo
- Work directly with global enterprise retail brands on genuinely novel AI applications
- High ownership from day one — your customers, your relationships, your outcomes
- Direct visibility to leadership and influence over product direction
- Fast-moving team where your work directly shapes how we scale
- Culture that rewards initiative, transparency, and deep customer empathy
Click on Apply to know more.