Customer Success SME

Job Description Department: Product Management Location: Remote, India About Aviso Aviso AI is an integrated revenue platform that helps modern sales organizations and revenue teams close more deals, drive revenue growth, and mitigate risk through patented AI guidance. As the industry leader in AI-based revenue operations solutions, Aviso AI offers the most comprehensive set of intelligent tools and solutions for sales, marketing, and customer success teams that uncover hidden revenue opportunities across the customer lifecycle. The Aviso AI platform spans six core pillars: 1. Predictive Forecasting 2. Deal Intelligence 3. Activity & Relationship Intelligence 4. Conversational Intelligence 5. GTM and Customer Collaboration 6. CRM Automation Companies like Honeywell, Dell, LaunchDarkly, Elastic, RingCentral, Microsoft GitHub, and FireEye have achieved measurable results with Aviso, such as an average 20% increase in deal win rates. Find your Revenue True North with Aviso AI. Position Overview We are seeking an experienced Customer Success professional to join our team and play a pivotal role in aligning our product development with the evolving needs of customer success functions. This role involves partnering with our Product team to validate and refine solutions, ensuring they solve real-world challenges in customer success, drive adoption, and deliver measurable business impact. The ideal candidate has a strong background in Customer Success strategy and execution, hands-on experience with leading CS platforms such as Gainsight, Totango, or ChurnZero, and a proven ability to collaborate cross-functionally to shape scalable, customer-centric solutions. Key Responsibilities Product Validation - Collaborate with the Product team to validate features and enhancements from a Customer Success perspective. - Provide structured feedback to influence product roadmaps and ensure alignment with CS best practices. - Regularly assess product fit for CS workflows (onboarding, adoption, renewals, expansion), identifying gaps and opportunities for improvement. Strategic Alignment - Act as the bridge between Product, Customer Success, and Sales to ensure product features support customer retention, renewals, and growth objectives. - Contribute to customer-centric go-to-market strategies. - Analyze customer feedback, market trends, and CS operations challenges to keep our solutions competitive. Process Optimization - Identify and implement solutions that streamline customer onboarding, health monitoring, and success planning. - Ensure product integrations with CS tools are optimized to reduce friction for success managers and customers alike. - Collaborate with internal teams to address operational bottlenecks that impact adoption and retention. Data and Analytics - Partner with analytics to develop and track customer health, adoption, and retention metrics enabled by product features. - Ensure the product provides actionable insights for CSMs and leadership to make data-driven decisions. Collaboration & Leadership - Lead dialogue between CS and Product teams for seamless communication and alignment. - Advocate for Customer Success in product planning and design decisions. - Train and enable CS teams on new product capabilities to ensure successful adoption. Qualifications - 810+ years of experience in Customer Success, Account Management, or related roles within SaaS or technology companies. - Proven experience collaborating with Product teams to influence customer-centric development. - Strong understanding of CS processes including onboarding, health scoring, adoption, renewals, upsells, and churn prevention. - Certification(s) in Gainsight (preferred) or other leading Customer Success platforms (Totango, ChurnZero, Catalyst, etc.). - Strong analytical skills with the ability to interpret customer and product data into actionable insights. - Excellent communication, leadership, and stakeholder management skills. - Experience working with CRM systems (e.g., Salesforce) and data visualization/BI tools. - Ability to work across India & US teams, often during US business hours. Nice-to-Have - Experience working in AI-driven platforms or customer intelligence tools. - Previous role directly partnering with Product Management in a CS-focused product validation capacity. - Familiarity with customer journey mapping, success planning frameworks, and health scoring models.