Customer Success Manager

• Role: Join Richpanel and help scale our customer support for an AI-first Customer Service Platform disrupting the $400B BPO market
• Reports to: CEO
• Stage: Team of 20. Primarily based in Bangalore, India. We have couple team members in USA and Europe
• Growth: Raised seed round from Sequoia and profitable with over 2,000 US-based brands
• Location: In-office. Bangalore, India.
• Shift Schedule: Rotating shifts with 2 days off per week (can be any day)
  • USA Shift: 7:30 PM–4:30 AM
  • AUS Shift: 6:00 AM–3:00 PM
  • India Shift: 12:00 PM–9:00 PM
• Compensation:
  • INR 20-30 LPA (70% fixed, 30% performance pay tied to customer satisfaction and team KPIs)
• Team: You'll be part of our technical support team providing 24x7 coverage
• Why now: Our customer base has grown significantly, and we need exceptional support engineers to provide world-class support while building our knowledge base and driving proactive customer success. We're at an inflection point in our journey—this is a perfect opportunity for naturally curious people who love exploring new tech products. You'll do what you love, earn competitive compensation, enjoy significant autonomy, and work alongside talented, supportive colleagues.

As a Customer Success Manager at Richpanel, you'll be the technical expert helping our customers succeed with our platform. Our product is re-inventing customer service through AI, and we need support engineers who can master complex technical concepts while delivering exceptional customer experiences.

• Technical Support Experience: 2+ years handling complex B2B SaaS support
• Problem-Solving: You excel at diagnosing and resolving technical issues systematically
• Documentation Skills: You can create clear, comprehensive technical documentation
• Product Mastery: You have a track record of quickly learning complex products (100+ features, use cases, integrations)
• Self-Driven: You thrive in fast-paced environments and take ownership of customer issues
• Communication: You can explain technical concepts clearly to non-technical users
• Proactive Mindset: You identify patterns in support issues and take initiative to prevent future problems