About the Company
The startup is an AI-powered conversational commerce platform built for India’s D2C brands. We help brands turn conversations into revenue across the full customer journey, from discovery and cart recovery to post-purchase engagement and retention. We work with hundreds of D2C brands across the Indian e-commerce ecosystem and have built deep partnerships with leading enablers like GoKwik. We are in a high-growth phase, evolving from a chatbot product into the conversational engagement layer for Indian commerce.
About the Role
We are looking for a Customer Success Manager who thinks about revenue first. You will own customer outcomes, ensuring clients not only stay but grow. This is not a a support role; it is a growth role. You will drive adoption, expansion, and retention across our portfolio of D2C and e-commerce brands. Key metrics include Net Revenue Retention (>100%), Revenue Realization, Account Retention, and Product Adoption.
Key Responsibilities
- Lead smooth onboarding for new accounts and ensure early success
- Identify opportunities for upsell or cross-sell based on customer usage and goals
- Collaborate with founders and sales to grow account revenue
- Conduct monthly reviews with key accounts to surface wins and gaps
- Maintain a deep understanding of customer business goals and align product value accordingly
- Proactively identify churn risks and execute recovery plans
- Educate customers on new features and AI use cases to drive adoption
- Build advocacy by driving success stories, testimonials, and case studies
- Partner with marketing to co-create webinars, product showcases, and user stories
- Track usage, retention, and billing metrics for each account
- Maintain accurate forecasting and ensure timely renewals and payments
- Provide structured feedback loops to product and growth teams
Qualifications
- Revenue-first mindset and energy from growth numbers
- Managed accounts in a SaaS environment
- Understand client lifecycles
- Love solving problems and spotting upsell opportunities
- Communicate clearly
- Think analytically
- Act fast
- Believe in ownership
