Customer Success Manager

Location: India (remote)

Department: Customer Service

Location Type: HYBRID

Employment Type: FULL_TIME

• Build and maintain automated workflows that analyze conversation transcripts at scale, surfacing trends in intents, containment, fallbacks, escalations, drop-offs, and sentiment
• Use LLMs and NLP techniques to tag, cluster, and summarize conversations, and validate output quality before it reaches customers
• Create reusable reports and dashboards that can be deployed across the Tier 3 portfolio with minimal manual effort
• Recommend specific improvements (new intents, prompt and response changes, knowledge gaps, flow fixes) backed by transcript evidence
• Flag anomalies and regressions early, such as a spike in fallbacks after a release
• Track customer KPIs, business case metrics, and profitability across your book of business
• Identify expansion opportunities in the data and partner with customers to pursue them
• Present findings in periodic insight reviews and act as a customer educator on conversational AI best practices
• Work with product and engineering to log Jira tickets, pilot new analytics features, and feed customer insights into the roadmap

• 4-6+ years in analytics, customer success, or client-facing data roles (conversational AI or CX analytics experience is a plus)
• Hands-on experience with Python, SQL, or similar scripting, plus BI or workflow tools such as Tableau, Power BI, Looker, or Zapier
• Working knowledge of LLMs and prompt engineering, including evaluating output for accuracy and bias
• Experience turning unstructured text or conversation data into clear, business-relevant findings
• Strong data storytelling skills and advanced Excel and PowerPoint
• Familiarity with conversational AI concepts like intents, NLU, dialog flows, and containment
• Excellent communication skills and the ability to build customer relationships in a low-touch model
• High attention to detail, strong initiative, and the ability to prioritize across a large portfolio

• Experience with voice or speech AI analytics
• Familiarity with Jira and Salesforce
• Experience managing analysts in a scaled function

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