Customer Success Strategist

Location: Mumbai | Experience: Flexible | Industry: SaaS / AI / BFSI

Join a high-growth AI company at the forefront of Revenue Intelligence for Enterprises. As a Customer Success Strategist, you'll go beyond day-to-day account management to shape strategy, drive adoption, and play a key role in helping India’s top financial institutions unlock business value from cutting-edge generative AI solutions.

This role offers a unique blend of strategic thinking, stakeholder engagement, and hands-on execution — ideal for someone who wants to grow into a senior client-facing or product leadership role in the fast-evolving AI space.

What You’ll Be Doing

• Strategic Partnering: Build strong, consultative relationships with senior stakeholders at client organizations. Act as a trusted advisor who understands their goals and helps them realize measurable ROI.

• Client Onboarding & Enablement: Lead seamless onboarding journeys, ensuring quick time-to-value and adoption of mission-critical features within our speech analytics platform.

• Growth Driver: Identify and pursue upsell and cross-sell opportunities by understanding client needs and uncovering new use cases aligned with their evolving strategy.

• Success Planning: Design and execute proactive customer success strategies that help clients meet their business KPIs - and turn our platform into a growth lever.

• Insight-Backed Retention: Monitor account health, preempt churn risks, and act fast with insights-driven playbooks that keep clients engaged and satisfied.

• Use Case Development: Collaborate with clients to refine speech analytics use cases that solve real business problems - from collections optimization to compliance automation.

• Product Influence: Channel client feedback and field insights to the product team, shaping roadmap decisions and enhancing feature relevance.

• Executive Business Reviews: Lead quarterly success reviews and check-ins, showcasing impact, aligning on goals, and unlocking new collaboration opportunities.

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• Cross-Functional Collaboration: Partner with sales, product, and operations teams to ensure seamless handovers, unified goals, and strong account momentum.

• Best Practice Champion: Help build scalable success frameworks, playbooks, and knowledge-sharing processes to level up the customer experience across the board.

  What You’ll Gain

• Exposure to AI Developments: Deepen your understanding of speech AI, customer

  analytics, and use-case development in a real-world enterprise context.

• CXO-Level Engagement: Regularly interact with senior leaders at banks, NBFCs, and fintechs — building a network of influential decision-makers.

• Fast-Track Career Path: As a core team member in a high-growth startup, you’ll have visibility, ownership, and real influence - with a clear path to leadership.

• Startup Velocity: Work in a lean, fast-moving environment where your work creates immediate impact and innovation is welcomed at every level.

• Product + Strategy Blend: Operate at the intersection of business success and product thinking - contributing to GTM strategies and platform evolution.

What We’re Looking For

• Excellent communication and relationship-building skills, especially with senior stakeholders.

• Strategic thinker with strong analytical and problem-solving abilities.

• Self-starter who thrives in fast-paced, ambiguous environments.

• Bonus: Experience in AI/ML, Prompt Engineering, or working with BFSI clients.