This is a remote position.
Customer Success Manager - AI & Prompt Specialist
(with language expertise - Tamil/Telugu/Kannada)
Location: Noida, Delhi NCR
Experience: 2-4 Years
Employment Type: Full-time
Mode: Remote
Why does this role exist?
Our AI agents are only as good as the prompts powering them and only as valuable as the clients who trust them. This role bridges both. You'll shape how our agents converse, ensure clients succeed, and translate business outcomes into product improvements.
What You'll Own?
1. Prompt & Agent Design
- Write, test, and iterate on prompts for voice and chat AI agents across BFSI use cases, collections, onboarding, KYC, support.
- Build reusable conversation frameworks that are accurate, compliant, and on-brand for each client context.
- Continuously refine tone, intent handling, and edge case coverage. Catch hallucinations before clients do.
- Maintain a library of tested prompt patterns and conversation flows across use cases.
- Own the post-sales relationship for enterprise clients from kickoff through ongoing success.
- Understand client workflows, CX goals, and success metrics, become their trusted AI advisor.
- Drive smooth deployment and high adoption of AI agents. Lead training sessions and go-live support.
- Conduct regular reviews and proactively identify expansion opportunities.
3. Performance, Metrics & Growth
- Define and track KPIs that matter: resolution rate, CSAT, containment rate, escalation rate, and business outcomes per client.
- Analyze interaction data and client feedback systematically to identify gaps and prioritise improvements.
- Lead improvement sprints, work with engineering and product to ship changes that move metrics.
- Help clients clearly see ROI; support account retention and upsell with data-backed narratives.
- Translate client needs and pain points into clear product requirements for engineering teams.
- Surface patterns across clients to build scalable solutions rather than one-off fixes.
- Act as the voice of the client internally, in product planning, QA cycles, and roadmap discussions.
Requirements
What We’re Looking For?
2-4 years in Customer Success, Prompt Engineering, Business Analysis, QA, or a hybrid of these
Strong proficiency in regional languages, especially Tamil/Telugu/Kannada, with the ability to design and evaluate AI conversations in these languages.
Hands-on experience with LLM prompting, you understand how models behave, not just how to use them
Strong grasp of BFSI workflows: collections, lending, KYC, support, onboarding
Comfortable owning client relationships end-to-end, from kickoff to quarterly business reviews.
Analytical mindset: you read interaction logs, interpret metrics, and prioritise improvements systematically.
Clear, empathetic communicator, with clients and internal teams alike
High ownership, startup mindset. You do what it takes, and you ask for help when needed.
Startup-ready: comfortable with ambiguity and excited by the pace of a fast-moving team.
Multilingual proficiency is a plus.
Benefits
Experience with voice AI platforms or conversational design tools
Exposure to multilingual NLP or regional language contexts (Hindi, Tamil, English, Telugu, Kannada etc.)
Prior experience at a B2B SaaS, AI, or fintech company
- Real-world impact -> AI used by actual banks & fintechs today
- Full ownership -> Client + product surface - not a support queue
- Cutting edge -> LLMs + voice AI + BFSI in one role
- Career growth -> Build skills across AI, CX, and enterprise sales
If you think you're a right fit, join the crew and contribute your best in great projects to solve real problems!
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