Careers at Auralis

Customer Success Manager

Bengaluru, India (On-site)
Full-time
Reports to: CEO
Experience: 3 to 5 years

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.

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Drop us a line at hr-team@auralis.ai

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