• Technically oriented and AI-capable — comfortable with APIs, tracing issues, and explaining root causes to both engineers and customers.
• An owner — you can carry a large B2B portfolio end-to-end, from ticket resolution through business reviews.
• A strong communicator — you run customer calls confidently and write clear RCA reports and QBR materials.
• AI-native — you embrace AI as your operating layer, actively train the model, and measure your own leverage.
• Commercially aware — you understand ACV, track utilization, spot expansion signals, and connect usage to renewal confidence.
• Comfortable with ambiguity — this is a new operating model; you'll help shape it, not just follow playbooks.
• Deep in at least one domain — with the ability to cross-train and advise.
• Minimum a B.Tech (or equivalent bachelor's degree in engineering / technology), or a postgraduate degree in management (MBA or equivalent).
• 3+ years in customer-facing technical roles (support engineering, solutions engineering, CSM, or TAM).
• Hands-on with at least one of: ticketing systems, CRM, workflow automation, analytics platforms, or developer tools.
• Background in fintech, enterprise SaaS, or high-volume support environments preferred.
• Experience across both support and success motions is highly valued.