Customer Success Lead - Sarvam

Location: Bengaluru, India

Experience: 5+ years

Function: Customer Success / Solutions Delivery

Industry: SaaS, Generative AI, Enterprise Tech

Company Overview

Sarvam.ai is a pioneering generative AI startup headquartered in Bengaluru, India. Our mission is to make generative AI accessible and impactful for Bharat. Founded by a team of AI experts, Sarvam.ai is dedicated to developing cost-effective, high-performance AI agents tailored for the Indian market, enabling enterprises to tap into new opportunities and foster deeper customer connections. Join us in reshaping AI for India and beyond.

Role Overview

We are looking for a Customer Success Lead who will own and drive Net Revenue Retention (NRR) for a portfolio of enterprise clients. This is a hands-on, cross-functional role requiring deep client empathy, strong analytical and communication skills, and the ability to engage technically with engineering teams while advocating for customers. The ideal candidate has a strong foundation in SaaS or solution delivery, has exposure to GenAI, and is comfortable reading and writing code.

Roles & Responsibilities

• Own Net Revenue Retention (NRR): Drive usage and retention by building strategic relationships with key client stakeholders

• Drive Product Adoption: Conduct usage reviews, analyze hiring and engagement funnels, and identify value gaps to drive deeper adoption across products

• Client Engagement: Customize onboarding, training, and enablement plans for clients; provide ongoing account management and support.

• Insight-Driven Strategy: Use root cause analysis and product data to identify patterns, optimize usage, and shape feature priorities in collaboration with product teams.

• Customer Advocacy: Act as the internal voice of the customer, providing structured feedback to product, sales, and engineering teams.

• Sales Enablement: Identify cross-sell and upsell opportunities; collaborate with the sales team to close renewal and expansion deals.

• Operational Ownership: Track client rosters, usage metrics, and premium consumption; manage escalations and ensure process documentation is updated and shared internally.

• Executive Stakeholder Management: Engage with CXOs and senior leadership on the client side for strategic alignment and partnership development.

• Market Intelligence: Stay abreast of industry trends and competitor activity to drive competitive advantage.

Must-Have Skills and Qualifications

• 5+ years of experience in customer success, solution delivery, or technical account management in a SaaS or enterprise technology environment.

• Strong technical literacy — able to read/write code (e.g., Python, JavaScript) and debug issues or APIs.

• Familiarity with Generative AI technologies (e.g., OpenAI, Hugging Face, or open-source LLMs).

• Proven ability to engage cross-functionally with engineering, product, and sales teams.

• Excellent communication, stakeholder management, and presentation skills.

• Strong analytical mindset and data-driven decision-making capability.

• Highly organized, process-driven, and comfortable managing multiple accounts or projects simultaneously.

Good to Have

• Experience working with large Indian enterprises or government-facing technology deployments.

• Familiarity with Hindi or regional Indian languages for client communication is a plus.