Lead Customer Success_Conversational AI

About Our Client:

Location: Noida

Experience: 5+ Years atleast of which 3+ years into AI expertise

Qualification: Bachelors in Engineering or relevant field

About the role:

Responsibilities:

• Hire, onboard, and mentor AI CSMs; set clear goals for large scale voice AI agent campaigns and run weekly performance check-ins.
• Standardise operational playbooks, codify discovery, blueprinting, UAT, and optimisation processes so every project is shipped as per standards.
• Step in on high-stakes accounts, unblock issues, and maintain trusted-advisor status with enterprise clients.
• Review all agent designs, prompts, and ROI models; ensure every launch meets compliance and performance bars.
• Monitor dashboards (containment, CSAT, NPS, expansion) and run daily deep dives with CSMs to course-correct.
• Spot new use cases and channels, craft business cases, and partner with Sales to close upsells/cross-sells that expand MRR.
• Aggregate feedback, identify product gaps, and push data-backed requests into the roadmap.
• Own renewal/expansion forecasts, coordinate billing accuracy, and track gross-margin impact.
• Drive automation, build self-serve dashboards/alerts with Ops & Data, and publish best-practice guides.
• Run internal training, share post-mortems, and foster a culture where “go-live is Day 1, not done.”

Requirements:

• 5+ years in enterprise solution delivery & customer success, 2+ years leading teams in AI, SaaS or CX tech.
• Hands-on experience with conversational AI and contact-centre stacks; comfortable critiquing prompts and flows.
• Proven track record hitting NRR and customer success goals.
• Strong people-leadership skills including recruiting, coaching, and performance management.
• Solid communication skills to manage C-suite executives externally and internally.
• Data-driven mindset; familiarity with dashboards, A/B testing, and basic SQL/API debugging.
• Robust project-management chops (scoping, risk mitigation, and multi-stakeholder comms).

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