Customer Success Account Manager

Ovii's Interpretation of the Role

The Customer Success Account Manager will own end‑to‑end success for a portfolio of high‑value SaaS customers, driving AI adoption, renewals and expansion. The role is based in‑office in Bangalore with US‑time‑zone night‑shift support and works closely with product, sales and support teams.

Role Snapshot

• Own high‑value SaaS accounts
• Drive AI adoption and expansion
• Manage onboarding, renewals and upsells
• Maintain low churn and high GRR/NRR
• Build executive relationships
• Collaborate cross‑functionally

Must-Have Requirements

• Customer Success / Account Management
• SaaS experience
• AI product demo
• Technical aptitude
• Project management
• Analytical thinking
• Communication & storytelling
• Playbook execution
• Customer Success
• Account Management
• SaaS
• B.Tech degree or equivalent
• In‑office presence in Bangalore

Nice-to-Have Signals

• e‑commerce or CX automation experience
• e‑commerce
• CX automation

Work Setup

• Location: Bangalore, India
• Work mode: ONSITE
• Timezone: US time‑zone support (night shifts)
• Employment type: Full-Time
• Shift: Night shifts for US time‑zone

Not Specified in JD

• Visa sponsorship
• Remote eligibility

What You'll Likely Work On

• Expand revenue by identifying and closing AI‑related upsell, cross‑sell and plan‑upgrade opportunities
• Own the full customer lifecycle from onboarding through renewal, ensuring AI workflows go live on schedule
• Maintain quarterly churn below 5% by monitoring health signals and executing mitigation plans
• Run quarterly/ monthly business reviews with senior CX leaders, tying AI adoption to ROI and CX metrics
• Represent the voice of the customer in product discussions and roadmap planning
• Collaborate with product, sales and support to align account strategy and drive adoption

Good Fit If You Have

• Comfortable working night‑shift hours to support US customers
• Enjoys a fast‑moving startup environment with high ownership
• Strong problem‑solving mindset for workflow automation