Customer Success (CSM)

Customer Success (CSM)

Human Capitalists·full-time

Job descriptionApplication

About the role

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

Must-have skills

Customer Relationship ManagementCustomer SuccessStakeholder Management

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Human Capitalists hiring for Customer Success (CSM)