Detailed Job Description / RequirementWe are looking for a customer-focused and proactive Customer Success Lead to ensure customers successfully adopt and gain meaningful value.The role will be responsible for managing the customer journey from onboarding and implementation to product adoption, customer retention, and account growth. The ideal candidate will be passionate about helping customers understand and confidently use AI to improve their work.Responsibilities

• Manage the customer journey from sales handover and onboarding to adoption, retention, and renewal.
• Develop and improve customer onboarding, implementation, training, and support processes.
• Conduct product training, workshops, demos, and follow-up sessions for customers.
• Help customers create practical workflows and use effectively in their daily work.
• Develop account success plans and monitor customer goals, product usage, and adoption.
• Identify customer challenges, risks, and potential churn and take proactive action.
• Manage customer queries, support requests, and escalations in coordination with internal teams.
• Support customer renewals and identify opportunities for account expansion based on customer needs and value.
• Collect customer feedback and share insights with Product, Sales, Marketing, and Management teams.
• Build repeatable customer success processes, playbooks, and best practices.
• Coach and support Customer Success team members as the function grows.

Skills

• 3–6 years of experience in Customer Success, Account Management, Implementation, SaaS, Technology, Training, or another client-facing role.
• Experience managing customer onboarding, product adoption, training, account management, or customer retention.
• Experience in B2B, SaaS, AI, or technology products will be an advantage.
• Strong customer relationship, communication, and problem-solving skills.
• Excellent written and spoken communication skills in English and Nepali. Ability to explain complex products or technology in a simple and practical way.
• Strong organizational skills and ability to manage multiple customer accounts.
• Interest in AI and emerging technologies.
• Willingness to travel for customer meetings and engagements when required.

Job Benefits

• As per company rule

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