Senior Customer Success Manager

Job Description

Role Overview

We are seeking an experienced Customer Success Manager – Team Lead to lead a team of technical CSMs. The team helps customers understand how AI Rudder’s voice AI solutions solve their business challenges and deliver measurable value. You will act as a product evangelist and technical leader across the Prospect, Backlog and Live stages. You will run demos, PoCs and PoVs, drive customers to go-live, and own retention and growth in Live accounts.

Key Responsibilities

1. Team Leadership & Development

• Lead, coach and develop a team of technical CSMs. Set goals and KPIs, run 1:1s and performance reviews, and support hiring and onboarding.
• Allocate accounts, PoCs and PoVs across the team by stage, deal value and complexity.
• Build a collaborative, high-performance culture that works well under pressure and across regions.

2. Product Evangelism & Solution Design (Prospect)

• Educate customers on the business value of AI Rudder through detailed, compelling solution demonstrations.
• Translate customer business needs into tailored solutions that maximize value and ROI.
• Provide technical leadership during the deal cycle. Bring in specialists and subject matter experts at the right moments.
• Manage multiple sales opportunities at once, prioritizing through close collaboration with Sales, internal teams and partners.

3. PoC / PoV & Go-Live (Backlog)

• Own the PoC and PoV methodology: success criteria, test scripts, multi-dimensional results and data-driven conclusions.
• Oversee requirement interviews and workshops with customers and their vendors. Scope and iterate solutions on AI Rudder products.
• Shorten time from PoC to go-live, working with Operations on launch.

4. Retention & Growth (Live)

• Define and monitor key service metrics (CSAT/NPS, usage, health score). Drive optimization, churn prevention, and upsell and cross-sell.
• Run QBRs and regular check-ins, and act as escalation point for key and at-risk accounts.

5. Playbooks, Product Feedback & Thought Leadership

• Build and improve solution templates, demo assets, PoC/PoV frameworks and Sales → CS → Ops handover standards.
• Turn customer feedback into product requirements and influence the roadmap.
• Stay current on AI Rudder technology and represent the company at webinars, conferences and industry events.

Requirements

Requirements

• 10+ years in after-sales support, project delivery or SaaS solutions, including 2+ years leading a team.
• Strong software background (hands-on technical depth required). Key account management or customer service experience is an advantage.
• Proven project management, account management, problem-solving and analytical skills, with a customer-focused mindset.
• Business analytics experience, with working knowledge of SQL or other query languages.
• Excellent solution scoping skills: leverage existing solutions while influencing new product capabilities.
• Excellent spoken and written English. Mandarin proficiency is required for business and customer communication.
• Experience working in cross-cultural, multi-region environments and in high-pressure delivery settings.

Nice to Have

• Experience with voice AI, conversational AI, CPaaS or contact center products.
• Experience building or scaling a CS or solutions team.

Success Metrics

• PoC/PoV conversion rate and time to go-live
• Net revenue retention and logo churn
• CSAT/NPS
• Usage growth in Live accounts
• Team engagement and retention

About AI Rudder

AI Rudder is an AI product company transforming how business communicate to their customers.

We launched in 2019 with one of the world’s first enterprise-grade AI voice agents: built to hold real, intelligent conversations, not just play back scripts. Today, we serve over 500 enterprises across 20+ countries, processing 50 million calls every day and having delivered more than 8 billion calls to date. Our customers range from fast-growing startups to large enterprises.

When AI talks to people, it has to feel human. That’s what we build.

How We Work

AI-first: AI isn’t a tool we reach for. It’s the default we start from. Every team, every workflow: AI-first.

Global Collaboration: We operate globally and work as one team. Distance is a logistics problem, not a cultural one. We build the habits that make distributed teams actually work

Communication Principle: Simple, Trust, Transparent. We remove unnecessary complexity so people can focus on what matters most.

What We Offer

• Learning & Development: Continuous learning through real projects, knowledge sharing session, mentorship, and cross-functional collaboration.
• Performance Recognition: Regular performance reviews, feedback, and opportunities for career progression.
• Global Exposure: Collaborate with international teams, global rotations, and work with global enterprise customers.
• Meaningful Impact: Build AI solutions that create real value for businesses around the world.
• Ownership & Autonomy: Freedom to take initiative and drive outcomes.
• Team Engagement: Team Building, Local & Global Gatherings & Local Events Celebration

AI Rudder is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees and applicants.