Run the system Customer Success works inside. Onboarding, ticket flow, account health and renewals, measured on whether onboarding gets faster and escalations get rarer.
Customer Success
Full Time
Bangalore (HSR Layout)
Onsite
3+ years
As per previous CTC
About Cheerio AI
Cheerio AI is a profitable, VC-backed AI automation company building intelligent products for large enterprises. We are backed by Artha VC and by operators and founders from Unacademy, Reddit, Elevation Capital and Dr Vaidya’s, and we serve VFS Global, IndusInd Bank, Meta and Hero MotoCorp. Over the last two years our valuation has grown 5X, which makes ESOP ownership here a real path to financial upside rather than a line on an offer letter.
Role overview
Customer Success at Cheerio AI runs on process, not heroics, and you will own that process. Onboarding timelines, ticket flow, escalation paths, renewal tracking and the reporting that tells the founders which accounts are actually healthy.
This is an operations role inside CS rather than an account management role. You will not carry a book of accounts. You will build the system the people who do carry accounts work inside.
Key responsibilities
Own onboarding end to end. Define the stages, the owners and the timeline, and hold the team to it so customers reach first value faster each quarter.
Run the support queue as a system: SLAs, routing, escalation paths and the weekly review that finds the repeat offenders.
Build account health tracking that flags risk early, and run the renewal calendar so no renewal arrives unprepared.
Own the CS numbers the founders see: onboarding time, ticket volume and resolution, churn signals, renewal and expansion.
Keep HubSpot clean for CS, including ticket pipelines, lifecycle stages and the automation that removes manual updates.
Turn recurring customer pain into product tickets with evidence attached, and close the loop when they ship.
Write the playbooks. A new CSM should be able to run a standard onboarding from your documentation in their first week.
What we are looking for
3+ years in customer success operations, revenue operations, or a process-heavy CS role at a B2B SaaS company.
Strong CRM operator, ideally HubSpot, including ticket pipelines, lifecycle stages and workflow automation.
Comfort with data. You build the health and renewal reporting yourself rather than requesting it.
A track record of fixing a process, with the before and after numbers to show for it.
Clear written communication. Most of this role is documentation other people then depend on.
Enterprise customer exposure, ideally where onboarding involves technical integration rather than a signup form.
Calm under escalation, and the judgement to know which fire is actually burning.