Customer Success Lead

3 days ago

Bangalore, India csfirst.ai Full time

Role : AI Customer Success Lead

Location : Bangalore

Type : Full-time

Experience : 6+ years

Mode : In-office

Skills : Programming, Developer evangelism, AI/ML, Customer Success

Key Responsibilities :

Leadership & Mentorship :


- Lead and develop a high-performing customer success team, mentoring junior engineers, and guiding them toward excellence in customer support, troubleshooting, and issue resolution.


Client Coordination & Success Management :


- Act as the primary point of contact for key clients, understanding their needs, ensuring smooth project delivery, and translating customer feedback into actionable Troubleshooting & AI Support :


- Address and resolve complex technical issues related to AI and software deployments, using your expertise to ensure customer satisfaction and operational success.


Product Engineering & Collaboration :


- Partner with product and engineering teams to deliver exceptional solutions, providing technical insights, feedback, and direction to ensure the product meets client & Issue Resolution :


- Efficiently manage escalated customer issues, collaborating with cross-functional teams (e.g., engineering, IT), and ensuring timely resolution while keeping customers updated Assurance & Regression Testing :


- Ensure robust quality assurance processes are followed, perform regression testing, and validate software deployments to prevent and resolve recurring issues.


Building & Scaling Customer Success Teams :


- Play a key role in building, scaling, and managing customer success teams to deliver consistent and top-quality service, ensuring both customer satisfaction and internal team alignment.


Monitoring & Knowledge Documentation :


- Continuously monitor customer issues, document solutions, and distribute knowledge to both internal teams and customers to enhance overall service delivery and system :


- Bachelor's or higher degree in Computer Science, Software Engineering, or related fields from Tier 1 colleges : 6+ years in a senior role involving technical support, client management, or customer success, with experience in AI/ML solutions.


- Proven track record in leading customer success initiatives and managing customer

relationships, especially with US-based clients.


Technical Skills :


- Expertise in programming languages such as Python, Java, or Go.


- Experience in cloud environments (AWS, Azure, GCP) and distributed computing systems.


- Proficiency in containerization (Docker) and orchestration technologies (Kubernetes).


- Strong background in quality assurance, regression testing, and product engineering.


- Experience in building and scaling customer success teams, including monitoring technical issues and documenting solutions effectively.


Soft Skills :


- Exceptional leadership and mentoring skills.


- Excellent communication, with the ability to collaborate closely with US-based clients.


- Strong organizational and analytical problem-solving abilities, with a focus on customer -success.


- Empathy, professionalism, and a deep commitment to delivering exceptional customer service.


Desirable :


- Passion for artificial intelligence, machine learning, and large language models.


- Hands-on experience with AI/ML technologies is an advantage.



(ref:hirist.tech)

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