Senior Customer Success Manager(A89247)

Role Overview

We are seeking an experienced Customer Success Manager – Team Lead to lead a team of technical CSMs. The team helps customers understand how AI Rudder's voice AI solutions solve their business challenges and deliver measurable value. You will act as a product evangelist and technical leader across the Prospect, Backlog and Live stages. You will run demos, PoCs and PoVs, drive customers to go-live, and own retention and growth in Live accounts.

Key Responsibilities

1. Team Leadership & Development

• Lead, coach and develop a team of technical CSMs. Set goals and KPIs, run 1:1s and performance reviews, and support hiring and onboarding.
• Allocate accounts, PoCs and PoVs across the team by stage, deal value and complexity.
• Build a collaborative, high-performance culture that works well under pressure and across regions.

2. Product Evangelism & Solution Design (Prospect)

• Educate customers on the business value of AI Rudder through detailed, compelling solution demonstrations.
• Translate customer business needs into tailored solutions that maximize value and ROI.
• Provide technical leadership during the deal cycle. Bring in specialists and subject matter experts at the right moments.
• Manage multiple sales opportunities at once, prioritizing through close collaboration with Sales, internal teams and partners.

3. PoC / PoV & Go-Live (Backlog)

• Own the PoC and PoV methodology: success criteria, test scripts, multi-dimensional results and data-driven conclusions.
• Oversee requirement interviews and workshops with customers and their vendors. Scope and iterate solutions on AI Rudder products.
• Shorten time from PoC to go-live, working with Operations on launch.

4. Retention & Growth (Live)

• Define and monitor key service metrics (CSAT/NPS, usage, health score). Drive optimization, churn prevention, and upsell and cross-sell.
• Run QBRs and regular check-ins, and act as escalation point for key and at-risk accounts.

5. Playbooks, Product Feedback & Thought Leadership

• Build and improve solution templates, demo assets, PoC/PoV frameworks and Sales → CS → Ops handover standards.
• Turn customer feedback into product requirements and influence the roadmap.
• Stay current on AI Rudder technology and represent the company at webinars, conferences and industry events.

Requirements

• 10+ years in after-sales support, project delivery or SaaS solutions, including 2+ years leading a team.
• Strong software background (hands-on technical depth required). Key account management or customer service experience is an advantage.
• Proven project management, account management, problem-solving and analytical skills, with a customer-focused mindset.
• Business analytics experience, with working knowledge of SQL or other query languages.
• Excellent solution scoping skills: leverage existing solutions while influencing new product capabilities.
• Excellent spoken and written English. Mandarin proficiency is required for business and customer communication.
• Experience working in cross-cultural, multi-region environments and in high-pressure delivery settings.

Nice to Have

• Experience with voice AI, conversational AI, CPaaS or contact center products.
• Experience building or scaling a CS or solutions team.

Success Metrics

• PoC/PoV conversion rate and time to go-live
• Net revenue retention and logo churn
• CSAT/NPS
• Usage growth in Live accounts
• Team engagement and retention