Customer Success Manager

bout the Company

Our client is a fast-growing B2B SaaS company whose platform is used daily by hundreds of thousands of users across 100+ enterprise clients. Founded by an award-winning entrepreneur and recognised by leading industry indices and government innovation programs, the company treats support as a growth engine, not a cost centre — clients stay because of how obsessively the team responds.

The Role

You'll be the human behind the in-app chat. When a user raises a query on the app, you own it end-to-end — using AI tools, support documentation, and your own product knowledge to resolve it fast and well. This is an individual contributor role with full ownership of the support queue, based out of the Bengaluru office. You'll be the voice of the product to its users — and the voice of those users back to the product team.

What you'll do

• Own the in-app chatbot escalation queue: respond to, troubleshoot, and resolve queries from end users and client stakeholders


• Use AI tools and internal support docs to draft accurate, fast responses — and know when to go beyond the script


• Maintain response-time and resolution SLAs; keep CSAT high


• Continuously improve the knowledge base: spot recurring queries, write/update help articles, and train the chatbot with better answers


• Escalate bugs and product issues to engineering with clear reproduction steps


• Share weekly insights with product and customer-facing teams on what users are struggling with

What we're looking for

• Exp in customer support, helpdesk, or client servicing — SaaS or app-based product experience preferred


• Excellent written English; you write clearly, warmly, and fast


• Hindi + Kannada or another regional language is a strong plus (users are spread across India)


• Comfortable with AI tools (ChatGPT/Claude or similar) and support platforms (Freshdesk, Intercom, Zendesk, or in-app chat systems)


• Genuinely patient and empathetic — many users are non-technical


• Process-minded: you document what you learn so the next answer is faster


• Self-driven — this is a solo-ownership role, not a large support team