Customer Success Lead

Customer Success/Account Lead
Location: Bangalore, India
Experience: 5+ years (IT Services End-Client Facing)
Industry: AI / Data / SaS
We are looking for Account / Customer Success Manager who will be responsible for customer satisfaction, retention, and account growth. This role sits at the intersection of delivery, business growth, and long-term client partnership, ensuring customers realize measurable value from our AI solutions while expanding the relationship through cross-sell and upsell opportunities.
Key Responsibilities

• Customer Success & Relationship Management
• Act as the primary point of contact for assigned enterprise and mid-market customers
• Build strong, long-term relationships with customer stakeholders across business and technology teams
• Ensure high customer satisfaction, adoption, and retention across AI solutions and services
• Conduct regular reviews (QBRs / MBRs) to track outcomes, ROI, and future needs
• Proactively identify risks to customer satisfaction and drive timely resolution
  

Account Growth (Cross-sell & Upsell)

• 
  Own revenue growth within existing accounts, including cross-sell and upsell
• Identify opportunities for new AI use cases, additional services, or expanded scope
• Collaborate with sales and solution teams to create value-driven proposals
• Drive renewals, expansions, and long-term contracts
• Maintain and grow account pipeline in alignment with company growth goals
  

Delivery & Internal Coordination

• Work closely with delivery, AI, data science, engineering, and product teams
• Own resource allocation, hiring and retention of the team.
• Translate customer business needs into clear requirements and success metrics
• Ensure commitments on scope, timelines, quality, and outcomes are met
• Serve as the voice of the customer internally
  

Strategic Partnership & Value Creation

• Help customers understand and realize business impact from AI initiatives
• Stay informed about customer industry, market trends, and competitive landscape
• Position the company as a trusted AI partner, not just a service provider
  

Required Qualifications

• 5+ years of overall experience in the IT services industry
• Direct experience managing end-clients (B2B, enterprise or mid-market)
• Strong background in account management, customer success, or client servicing

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  Get Hired
  Prior exposure to AI, analytics, or digital transformation projects
• Proven track record of account growth via cross-sell and upsell
• Experience working with technology, data, analytics, or AI-related services
• Excellent communication, stakeholder management, and negotiation skills
• Ability to manage multiple accounts and priorities in a fast-paced environment
  

Preferred / Good-to-Have

• Experience working with global clients
• Understanding of consultative selling and value-based engagement
• MBA or equivalent business education (not mandatory)
  

What Success Looks Like In This Role
High customer satisfaction and retention
Consistent revenue growth within existing accounts
Strong customer references and long-term partnerships
Customers viewing us as a strategic AI partner, not just a vendor
Why Join Us
Work on cutting-edge AI solutions with real business impact
High-visibility role with ownership over customer outcomes and growth
Collaborative, fast-growing AI services company
Opportunity to shape long-term client relationships from the ground up