Customer Success Manager

About the Role

We're looking for a Customer Success Manager who thrives on chaos as much as clarity. Once an account is handed to you by our AI Deployment team after the hyper-care phase, you own it, whether that means smoothing over rough edges from a still-settling rollout or building on a genuinely stable one. Either way, your job is to go deep on that customer's business, become their most trusted point of contact, from day-to-day users to C-suite champions, and turn early usage into a lasting, expanding relationship across Prodigal's full product suite. You'll do this the way a 2026 CSM should: using AI tools yourself to move fast. That might mean walking a VP of Ops through exactly how much handle time proAgent shaved off last month before they've even asked, or having a clean, data-backed answer ready the moment a compliance lead wants to know whether proInsight flagged a specific violation, instead of promising to "get back to them" and grinding through a manual pull.

What You'll Own

Own the relationship: a portfolio of accounts post-handover from Deployment, from day-to-day users to CXOs. Set clear expectations, protect trust, and be the internal voice for what your customers actually need
Drive value realization: make sure every account can point to measurable ROI from Prodigal's products, not just usage, and use that proof to defend renewals and justify expansion
Drive growth: adoption, renewals, and expansion are the job; GRR, NRR and CSAT are the scorecard. Demo the rest of Prodigal's suite when there's a genuine cross-sell fit
Go deep on the business: understand each customer's goals and day-to-day operations well enough to flag opportunities they haven't thought of yet
Run QBRs, and build proof: turn strong outcomes into testimonials and case studies
Partner across the company, and catch trouble early: work with Deployment, Engineering, Product, Marketing, Analytics, and Support, and flag account risk before it becomes urgent

Key Competencies

Customer Engagement & Retention: proactively drive usage, manage cross-sell/upsell conversations, and maintain a healthy NRR and CSAT
Industry & Product Depth: genuinely understands the debt collections/consumer finance industry and the day-to-day operations of Prodigal's customers
Executive Presence: comfortable running structured, high-stakes conversations with CXOs and senior stakeholders, not just day-to-day users
Strategic Thinking & Project Management: brings strategic insight to client interactions and expertly manages project timelines, priorities, and customer expectations
Problem-Solving: navigates ambiguity, diagnoses customer problems, and devises innovative solutions that ensure customer success
Business Acumen: thinks in numbers: ROI, usage data, and account health metrics inform how you prioritize and pitch
High Agency: takes ownership without waiting to be told; comfortable making calls in ambiguous, fast-moving situations

What We're Looking For

3-5 years of experience in Customer Success, ideally in B2B AI products
Experience working with North America-based customers
Based out of our Mumbai office, 5 days a week
Familiar with 0→1 Customer Success
Available during US business hours (until 4:30 PM ET)
Strong customer-first mindset with excellent verbal and written communication
Thrives in a fast-paced, high-growth startup environment
High agency individual that pursues excellence. Ready to wear multiple hats.

Top Tier Benefits

Health insurance for you and your family, meals at office on us, travel reimbursement, unlimited leaves, gym membership, unlimited learning & development, flexible work schedule and a world-class team to learn and grow with!