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Customer Success Manager

Customer Success Manager

RichpanelBengaluru, KA, IN
6 days ago
Job type
  • Quick Apply
Job description

Quick Highlights

  • Role : Join Richpanel, an AI-first Customer Service Platform disrupting the $400B BPO market, as a Customer Success Intern focused on customer support.
  • Reports to : Head of Customer Success
  • Location : Koramangala, Bangalore (In-Office)
  • Shift Options (Rotating) :
  • 6 : 00 PM – 3 : 00 AM IST
  • 8 : 00 PM – 5 : 00 AM IST
  • Compensation :
  • 0-2 years of experience = 8 LPA
  • 2+ years of experience = 15 LPA
  • Team : You'll be part of our 24x7 customer success team managing frontline support for 2,000+ US-based brands
  • Why now : With rapid product adoption and customer growth, we need passionate, proactive support interns who can grow into full-time CSMs

Mission

To deliver exceptional customer support and product value by resolving queries efficiently, maintaining high CSAT, and becoming an expert in Richpanel’s customer service platform.

Key Responsibilities

  • Handle 100+ support tickets weekly through chat and email
  • Participate in Slack threads with customers to troubleshoot and assist
  • Maintain ≥90% CSAT on responses and
  • Document recurring issues and contribute to Richpanel’s internal knowledge base (2–3 articles / week)
  • Track and escalate patterns in bugs, friction points, or feature requests
  • Transition into a full-stack CSM role over 6–12 months with responsibilities in onboarding, product adoption, renewals, and account expansion.

    • What Success Looks Like

    First 6 Months : Support-Focused

  • Resolve 100–150 support tickets per week
  • Maintain an average response time of
  • Contribute 2–3 internal knowledge base articles per week

    • 6–12 Months : Success-Focused

  • Complete onboarding for assigned customers within 14 days , and ensure QBRs are scheduled with 100% of key accounts
  • Drive product adoption by ensuring customers :
  • Actively use core features within 45 days
  • Meet their customer experience (CX) metric goals
  • Maintain
  • Identify upsell and cross-sell opportunities within your portfolio

    • Competencies We Value

  • Product & Tech Acumen : You quickly get hands-on with new platforms and take pride in mastering every aspect of the product. You proactively leverage AI to document your learnings, build internal playbooks, and create scalable solutions for recurring customer queries.
  • Customer-Centric : You put users first, approach problems with empathy, and advocate for their success.
  • Ownership : You take full responsibility, even when things get tough. You’re eager to grow fast and embrace challenges as learning opportunities.
  • Process-Oriented : You love building structure—checklists, systems, and playbooks are second nature to you.

    • Why Join as a CSM at Richpanel?

  • High-Impact Role : Direct influence on customer satisfaction and product experience
  • Growth Path : Clear pathway to full-time CSM role within 6–12 months
  • Learn by Doing : You'll gain real experience working across support, onboarding, and account management
  • Collaborative Culture : Work with a world-class team that’s solving real-world problems with AI
  • Startup Perks : A beautiful Koramangala office, quarterly outings, paid time off, and a team that values curiosity and drive

    • Interview Process

  • Step 1 : Intro call – Go over your current skillset and cover what you roles and responsibilities will be
  • Step 2 : Support simulation – Assignment + Demo call
  • Step 3 : Final round – Culture fit

    • Expected timeline : 1 week

    Requirements

  • B.Tech degree or equivalent
  • Strong technical aptitude and ability to quickly learn new software
  • Excellent communication skills and cultural adaptability
  • Project management and organizational skills
  • Problem-solving and troubleshooting abilities
  • Data analysis and interpretation skills
  • Customer service orientation with a track record of helping clients succeed

    • Benefits

    What We Offer

  • Competitive salary and performance-based bonuses
  • Opportunity to work with cutting-edge AI technology
  • Modern, chic office space in a vibrant neighborhood
  • Quarterly team outings and off-sites
  • Chance to make a meaningful impact in a rapidly growing startup

    • Important Notes

  • This is an in-office position based in Bangalore, India
  • The role requires working night shifts to align with US customer timings
  • We have a work culture that prioritizes results and may require dedication beyond standard work hours

    • Disqualifiers

    Please note that candidates will not be considered if they :

  • Are not willing to work from our Bangalore office
  • Are not open to working night shifts when required
  • Do not have a B.Tech degree or equivalent
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