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Founding Senior Customer Success Manager
- Bengaluru, India (On-site)
- Full-time
- Reports to: CEO
- Experience: 7 to 10 years
01
The role
You are the first senior CS hire and will build the Customer Success function from the ground up: the onboarding methodology, health-scoring model, QBR cadence, renewal and expansion motion, and the CS-to-product feedback loop. You personally own our most strategic accounts and pilots, and you own net revenue retention as a company metric.
02
What you will do
- Design and run the Auralis customer lifecycle: pilot success plans, go-live methodology, adoption playbooks, health scoring, renewal playbooks, and expansion triggers.
- Own the strategic account book (largest customers, key partners’ end-customers, and high-stakes pilots) across the US, DACH, ANZ and India.
- Set and hit net revenue retention, gross retention and expansion targets; report weekly to the CEO.
- Define the metrics we promise customers (deflection, resolution, CSAT, cost-per-contact) and build the reporting that proves them.
- Build the CS tooling and process in the CRM; document everything so it can be handed to the next CSM.
- Hire, onboard and coach CSMs as the book grows.
- Act as the customer’s advocate in product prioritisation and as the CEO’s proxy in executive customer relationships.
03
Minimum requirements
- 5 to 7 years in Customer Success / Account Management in B2B SaaS, including at least 3 years managing US or international enterprise/mid-market accounts from India.
- Has owned a retention or NRR number and can evidence results (gross retention, NRR, expansion revenue).
- Has built or rebuilt a CS function or a major CS process at an early-stage company or new business unit.
- Deep familiarity with conversational AI, CX/support software or contact-centre platforms: knows what “good” looks like in deflection, containment and CSAT.
- Comfortable in executive rooms: has run QBRs and escalations with VP/C-level stakeholders in the US or Europe.
- Bangalore-based or willing to relocate; in-office.
04
Strong preference
- Direct competitor or adjacent background: Yellow.ai, Haptik, Gupshup, Verloop, Freshworks, Sprinklr, Kapture, Uniphore, Observe.AI, Avaamo, Exotel/Ozonetel, or a US-market-first Indian SaaS startup.
- Has managed CSMs.
- Experience with usage-based / outcome-based pricing and the renewals conversations that go with it.
05
Eligibility
- Legally eligible to work in India; no visa sponsorship for this role.
- Available for US/EU-overlapping hours several days a week.
- Valid passport; some international travel to strategic customers and events.
- Notice period ≤ 60 days preferred; buyout available.
Your next big career move starts here
Apply for Founding Senior Customer Success Manager
Drop us a line at hr-team@auralis.ai