Enterprise Customer Success Manager, India

📋 Description

• • Own the end-to-end success of Fortune 500 and large-scale enterprise accounts across India, acting as the single-threaded leader who orchestrates onboarding, adoption, expansion, and renewal for the Credo AI Governance Platform.
• • Translate complex AI governance, risk, and compliance requirements (EU AI Act, NIST AI RMF, ISO 42001) into clear success plans that map platform capabilities to each customer’s strategic objectives, delivering measurable ROI and long-term governance maturity.
• • Drive enterprise-wide adoption by designing and executing phased roll-outs that span multiple business units, geographies, and stakeholder groups; coordinate executive workshops, user enablement sessions, and change-management initiatives to ensure sustained engagement.
• • Serve as a trusted advisor to Chief Data Officers, Risk & Compliance leaders, and AI product teams, guiding them on best practices for building auditable AI pipelines, establishing policy guardrails, and embedding responsible-AI workflows into MLOps and procurement processes.
• • Manage complex, multi-workstream projects with aggressive timelines—simultaneously balancing onboarding, custom integrations, policy configuration, user training, and executive business reviews—while keeping cross-functional teams (Sales, Solutions, Product, Engineering) aligned and accountable.
• • Proactively monitor customer health metrics (adoption depth, feature utilization, NPS, renewal risk) and intervene early with data-driven success plays, escalation paths, and executive sponsorship to secure renewals and uncover expansion opportunities.
• • Build and maintain detailed account plans that outline stakeholder maps, success criteria, expansion use-cases, and advocacy opportunities; update these plans quarterly in partnership with Sales leadership to drive predictable ARR growth.
• • Champion the voice of the customer internally by synthesizing field insights into actionable product feedback, influencing roadmap priorities, and co-developing new governance blueprints that can be leveraged across the global customer base.
• • Establish Credo AI as a thought-leader in India’s rapidly evolving AI governance landscape by representing the company at industry forums, customer advisory boards, and regulatory round-tables, thereby accelerating market education and brand credibility.
• • Mentor junior Customer Success team members and contribute to the continuous improvement of playbooks, templates, and tooling that scale our high-touch engagement model across the APAC region.