Customer Success Manager - Conversational AI/Chatbot Segment (3-10 yrs)

Customer Success Manager

Key Responsibilities and Accountability:

- Drive product adoption & customer satisfaction through effective onboarding, training, and ongoing support

- Build strong relationships with key stakeholders & serve as their trusted advisor

- Develop customer success plans aligned with clients' business objectives & conversation design needs

- Translate client business requirements into structured conversation flows and implementation plans

- Monitor usage metrics, conversation analytics, and health scores to identify improvement opportunities

- Advise clients on best practices for voice persona development and context management strategies

- Support implementation of prompt engineering techniques for generative AI voice agents

- Coordinate cross-functional teams to resolve technical issues and implement conversation improvements

- Conduct regular business reviews to demonstrate value and ROI of conversation design implementations

- Create documentation and guidelines that enable clients to optimize their conversational experiences

- Facilitate workshops to align client teams around successful conversation design and implementation

- Gather & document customer feedback to inform product roadmap and conversation design improvements

Skills & Competencies:

- Exceptional written and verbal communication

- Strong presentation and demonstration abilities

- Customer empathy and consultative approach

- Ability to balance technical aspects with business needs

- Experience with CRM platforms and customer success tools

- Excellent time management and prioritization

- Adaptability and willingness to learn new technologies

- Strong collaboration abilities with cross-functional teams

Experience: 3-5 years

- Previous experience in conversation design or voice user interface (VUI) implementation

- Background in user research and usability testing

- Familiarity with accessibility standards and inclusive design

- Experience with generative AI models like GPT, Claude, or similar

- Understanding of RAG (Retrieval-Augmented Generation) implementations

- Project management certification or experience

Education: B.tech