Customer Success Manager

yellow.ai brings the best of AI+human-led conversational automation for enterprises of great repute like Schlumberger, Domino’s, Dr. Reddy’s Lab, PepsiCo, Bajaj Group, Indigo, Cipla, Siemens, MG Motors, and more. We have offices in 6 countries and have clients across 27 countries.

We’re a team of 900+ makers, who’ve shipped over 650+ Intelligent Virtual Assistants. Our Virtual Assistants converse in over 120 languages, and our platform handles more than a billion conversations every month - over 50+ channels in text and voice!

We’re also named Leading conversational AI Platform, Distinguished CX Vendor, and Advanced Virtual Assistant Provider by Gartner. They’re really critical and meet 1000+ Conversational AI Platforms. We’re thrilled to be recognized by them!

We’re one of the fastest growing SaaS leaders emerging from Asia and are backed on this journey with more than $100M in funding so far by partners like Lightspeed, Sapphire Ventures, WestBridge Capital and Salesforce Ventures. We also got honoured recently, being one of the top 10 companies to work at by ‘#LinkedinTopStartups’ and a ‘Great Place to Work at’ certification.

Customer Success is an integration of functions and activities of Marketing, Sales,
Professional Services, Training and Consulting rolled into one role. We are looking for

3 to 6 years of work experience in a high-touch Customer Success / Strategic
Consulting / Pre-Sales consulting role in a B2B SaaS or Tech Product based company.
A Successful CSM Will Need To Be Able To:
  • Engage & Develop relationships with Yellow customers to deliver maximum value for the
  • customer and Yellow. Ensure customers take full advantage of all features and services resulting in strong customer health and retention.
  • Understand the organizational structure of the customer company, identifying the areas that
  • present a deep strategic partnership opportunity. Build and grow multiple relationships across a
    customer’s organization
  • Analyze the adoption, engagement and usage data for your accounts to identify insightful trends
  • that can be shared with the managers and business sponsors on a periodic basis so as to help
    them in refining their strategy and approach to achieve desired business objectives.
  • Build a Success Roadmap, outlining the key success metrics that we would jointly like to drive
  • with the client leadership team. Thereafter, work closely with the key business sponsors on a
    regular basis to understand any changes to their strategic focus areas and key priorities to
    ensure continuous alignment of Yellow’s solutions, suggestions etc. to achieve desired
    objectives.
  • Engage the client leadership team on a periodic basis to discuss the key insights and how they
  • have impacted business outcomes as part of a formal Quarterly Business Review.
  • Working closely with the entire account team - Project Managers, Sales, Pre Sales, Account
  • Management, Support, and Delivery teams to ensure that the open issues, bugs, custom
    requests, enhancement raised by your clients are delivered within agreed TATs.
  • Introduce new product features launched by Yellow on a periodic basis to your clients and
  • generate awareness and interest amongst them to adopt these new features. If the clients show
    interest, work with internal departments to help launch these features for the client.
  • Identify opportunities for expansion of Yellow within the client organizations by delivering
  • excellent value for the use case already deployed. You are not responsible for cross-sales and up
    sales, but only for identifying opportunities for cross-sales and up sales and passing them over
    to the Account Management team for taking them forward.
  • Supporting the Marketing team in arranging for any surveys, references, testimonials, case
  • studies required by them, and/or getting speakers from the client organizations for any
    Customer Roundtables or client events arranged by them and finally ensure required follow-ups
    and service for a high NPS/CSAT Score.
    Mandatory skills
  • Has 2 - 6 years of work experience in a high-touch Customer Success / Consulting / Pre-Sales
  • consulting role in a B2B SaaS or Tech Product based company.
  • Should be open to working in different time zones (Non-US) . Note - Appropriate perks will be
  • enabled
  • Strong consulting and project management skills, with proven results working as a trusted
  • advisor to drive business value for our clients, including the ability to interact with client teams
  • at various levels of technical and non-technical depth
  • Proven track record of managing customer escalations, balancing customer expectations, and
  • negotiating successful resolutions
  • Highly data-driven with a commitment to following process
  • Promote the value of the product
  • Establish clear client retention goals
  • Assist  Upsell services and products 
  • Promote value through customer experience
  • Excited about driving and tracking a consistent engagement process with all customers in your
  • portfolio
  • Team player with the highest level of integrity, who will innovate to continue improving the way
  • we serve our customers
  • Excellent written and verbal communication skills; the ability to clearly articulate technical
  • issues to both technical and non-technical audiences and to explain the impact in business terms
  • Experience in B2B SaaS or Tech Product based company or Technology Consulting
  • Ability to multi-task and work in a fast-paced environment
  • Showcases exemplary written and verbal communication skills to work along with Global
  • Customers
  • Has worked directly with different types and small to medium accounts
  • Has an exceptional ability to communicate and foster positive business relationships
  • Demonstrates a deep understanding of customers concerns and thoughts regarding the use of
  • products
  • Managed customers across different segments in the past and knows how to manage them
  • differently
  • Exhibits a true passion for Customers and for Customer Success
  • Immediate joiner
  • If you have any questions about the company, the role or the process, write to us at careers@yellow.ai

    Read more about us here.

    yellow.ai provides Equal Employment Opportunity to all employees and applicants for employment without regard to race, color, religion, gender identity or expression, sex, sexual orientation, national origin, age, disability, genetic information, marital status in accordance with applicable federal, state and local laws. 
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