Job Description
About UsUshur delivers the world’s first Customer Experience Automation platform built specifically for regulated industries. Purpose-built for delivering ideal self-service, Ushur infuses intelligence into digital experiences for the most delightful and impactful customer engagements. Equipped with guardrails and compliance-ready infrastructure, Ushur powers vertical AI Agents for healthcare, financial services and insurance use cases.
Designed for rapid code-less deployment with flexible, advanced capabilities for IT and business teams, enterprises can transform customer and employee journeys at scale in the fastest time to value.
About Ushur I Ushur XOS l Ushur GenA I
Title: Customer Success Manager
Experience: 3-7 Years
Location: Bangalore
About the Role
The Customer Success team at Ushur is responsible for driving adoption and value realization for Ushur customers. As a Customer Success Manager at Ushur, you’ll be managing a few of our largest Enterprise clients - driving adoption and outcomes leading to renewals, expansion, and advocacy across your portfolio.
The ideal candidate for this role will possess strong relationship building skills and a laser focus on positive customer outcomes.
Responsibilities- Be the primary post-sales point of contact for assigned customers. This role will collaborate closely with the sales account executive and the solution engineer to form a team that supports customers through the entire customer lifecycle including adoption, renewal and expansion.
- Map customer processes to Ushur capabilities & data model
- Manage customer onboarding with other internal team members (solution engineering, product, engineering, sales, etc.) as needed to ensure time to value goals are achieved
- Monitor key customer success metrics to ensure that Ushur is driving results and helping customers achieve their goals
- Provide proactive guidance to key users, encourage adoption, and assist in education on product updates
- Coordinate with customer executive sponsors and procurement teams to schedule kickoff meetings, facilitate training sessions, help with strategic goal setting, identify potential expansion opportunities, and support the renewal process
- Develop an ongoing relationship with executive sponsors and champions at customers and become their advocate internally at Ushur
- Gather product feedback, conveying this to Product, Sales and Engineering teams
- Identify opportunities for customers to act as Ushur industry advocates (e.g. testimonials, case studies)
- Help foster company-wide culture of Customer Success
- Travel to visit clients on site as needed (especially during the onboarding process) to provide support, build relationships with key users, and develop expansion strategies with your accounts
- Bachelor's degree
- Familiarity with and enthusiasm for using AI tools to enhance efficiency and innovation.
- 5 - 10 years experience in Management Consulting, Customer Success, Account Management, Business Development, or another client-facing role. Insurance industry preferred.
- Project Management Experience
- Collaboratively develop and build a detailed project plan to monitor and track progress
- Coordinate internal resources for flawless execution of multiple projects
- Track project performance through the use of data and analytics
- Coordinate and communicate frequently with customers on project status and project needs
- Experience with a project management software tool a plus but not required
- Ability to learn systems and business processes quickly
- Ability to identify customer pain points and map processes
- Excellent verbal, written, and presentation skills
- Highly organized, collaborative and detail oriented
- Ability to manage multiple projects within time, schedule and quality constraints
- Expertise in dealing with significant change at senior business and IT levels (preferably dealing directly with VP or C-Level Executives)
- Capability as a credible and effective consultant/advisor/coach
- Proven effectiveness at leading and conducting executive training sessions, meetings, and workshops (often remotely)
- Passion for technology and for being a part of a fast-growing SaaS startup where we move quickly and wear many hats
- Experience working with cross-functional teams (e.g. Sales, Product, Marketing, Engineering)
- Flexible approach, able to operate effectively with uncertainty and change
- Driven, self-motivated, enthusiastic and with a “can do” attitude
- Ability to travel up to 25%
30/60/90 Days Goals30 Days
- Complete CSM Onboarding Tasks and Orientation
- Complete training on CS Tools: Cami, Rocketlane, Jira, SalesForce
- Complete Ushur Platform Level 1 Certification
- Complete Analytics training
- Learn about assigned customers
- Start participating in customer meetings
- Assist with action item and task tracking in Rocketlane
- Assist with support ticket tracking in Jira
- Build relationships with CSM Team
- Build relationships with Account Teams
60 Days
- Take over review of customer notes, analytics, and status reporting
- Take over action item and task tracking in Rocketlane
- Take over support ticket tracking in Jira
- Take full tactical ownership of assigned customers by day 60
- Build customer relationships
- Build relationships with teammates from Customer Success Management, Solution Consulting, SRE, and Strategic Programs
90 Days
- Be able to articulate customer needs to data team
- Be able to point out data anomalies for assigned customers
- Take full strategic ownership of assigned customers by day 90
- Build relationships outside the Customer Growth teams
- Create personal growth plan
Why Join Us?
Thriving Company Culture
At Ushur, we foster a values-driven culture that prioritizes respect, inclusion, and collaboration. We empower every individual to thrive, contribute innovative ideas, and make a meaningful impact in a supportive and dynamic environment.
Bring Your Whole Self to Work.
We celebrate diversity and believe that innovative ideas thrive in an inclusive environment where every team member is valued. As a dynamic start-up, we recognize that every individual makes a significant impact.
Rest and Recharge.
We encourage work-life balance with 20 days of flexible paid time off annually. Your well-being matters, and we make space for it.
Comprehensive Health Benefits.
Your health is a priority. We provide preventive health check-ups, medical insurance coverage for employees and their dependents, wellness sessions, and expert-led health talks at the office.
Invest in Your Future.
We offer competitive compensation and stock options to give you a stake in Ushur’s success. You’ll grow with us while contributing meaningfully to our journey.
Embrace Growth.
Growth Mindset is one of our core values – we believe in lifelong learning. Employees are encouraged to explore certification courses and professional development, with reimbursement opportunities. You’ll also have access to the Ushur Community’s vast learning resources.
Flexible Work Options.
We recognize the need for flexibility. Depending on your role and location, we offer an in-office or hybrid work model that supports both collaboration and personal well-being.
