The role

You own the post-sale relationship for a book of Auralis customers and pilots: onboarding, adoption, value realisation, renewal and expansion. In an agentic-AI product, “success” is measurable: deflection rate, resolution rate, CSAT, agent-handle-time. You will own those numbers with the customer. You are also the voice of the customer back into product.

What you will do

- Run onboarding and go-live for new customers and pilots: kickoff, knowledge/workflow ingestion, agent configuration review, launch, and the first 30/60/90-day reviews.

- Own a book of accounts across US, Europe and India; run monthly/quarterly business reviews with defined outcome metrics.

- Drive adoption: identify low-usage accounts early, run enablement, and remove blockers with engineering.

- Own renewals and identify expansion (new channels, new departments, new agents). Hand qualified expansion to sales or close it yourself where appropriate.

- Manage escalations calmly and close the loop; maintain health scores in the CRM.

- Turn customer feedback into structured product requests and help shape the CS playbook.

Minimum requirements

- 3 to 5 years in Customer Success, Account Management or Implementation at a B2B SaaS company.

- Has managed international (US/EU) customers from India, including running QBRs and handling escalations across time zones.

- Has owned renewal and/or expansion targets and can show retention numbers.

- Hands-on with a technical product: comfortable configuring workflows, reading integration logs at a basic level, and explaining AI behaviour to non-technical stakeholders.

- Excellent written and spoken English; structured, calm communicator.

- Bangalore-based or willing to relocate; in-office.

Strong preference

- Customer Success in conversational AI, chatbots, CX/support platforms or contact-centre software (Yellow.ai, Haptik, Verloop, Freshworks, Kapture, Sprinklr, Zendesk/Intercom partner ecosystem), or a US-market-first Indian SaaS startup.

- Has run onboarding/implementation for AI or automation products where the customer’s data quality drives outcomes.

- Experience with usage-based or outcome-based contracts.

Eligibility

- Legally eligible to work in India; no visa sponsorship for this role.

- Available for US-morning / EU-afternoon customer calls 2 to 3 days a week.

- Occasional international travel possible but not required.

- Notice period ≤ 60 days preferred; buyout available.