Customer Success Manager

Customer Success Manager
Swym | India (Remote) | Full-Time

The Role

Swym builds the interactive layer of retail: the shopper-facing solutions that turn anonymous browsers into known, marketable intent for some of the world’s most ambitious brands. We’re an AI-native, lean-by-design team serving 1000s of customers around the world. We’re hiring Customer Success Managers to own the post-sales relationship with our enterprise merchants, ensuring every account gets to value fast, stays there, and expands as we roll out the next layer of the platform.

This isn’t a “log into a dashboard and run QBRs” role. As Swym evolves from a portfolio of standalone solutions into a category-defining intent-led engagement platform, our customers are evolving with us. Our CSMs are the operators making sure every merchant in the portfolio understands what’s coming, why it matters, and how to get there before their competitors do.
If you’ve been waiting to do customer success at the leverage level it should actually be done at: with AI agents drafting your reviews, AI doing your portfolio diagnostics in seconds, and your time freed up for the conversations that actually move the relationship. This is your role.

About Swym

Swym is an AI-first company. That’s not a positioning statement; it describes how we strive to operate, day to day, in every function.
Our team is lean by design. We here work at a level of leverage that isn’t possible the traditional way. Across CS, Sales, Support, Product, and Marketing, the work is built around AI agents, automated workflows, and tools that execute tasks autonomously while humans drive strategy and sign-off. If you’ve been managing your portfolio with spreadsheets, manual outreach, and copy-pasted templates, this role will require a meaningful gear shift. If you’ve already made that shift — or have been waiting for an environment that demands it — this is it.

What You’ll Do

Own customer time-to-value. Drive Time-to-Live (TTL) and Time-to-First-Value (TTFV) for every account in your portfolio. Project-manage implementations end-to-end. Codify what’s working into repeatable playbooks. Personalise onboarding to each merchant’s specific objectives.

Build durable two-way engagement. Engage proactively and contextually based on merchant-health signals such as app actions, sessions, ROI, revenue, and conversion. Maintain a predictable cadence and ensure every touchpoint delivers something the merchant didn’t already know. The bar: 80%+ of your portfolio in active two-way engagement at any given time.

Make adoption predictable. Know our solutions end-to-end, including the platform direction . Map them to each merchant’s objectives and build adoption plans they actually want to follow. Help merchants take their first deliberate steps into intent-led commerce — even when they haven’t named the problem yet.

Operate with leverage, not activity. Use Swym’s AI-native tooling as a force multiplier on your work. AI agents draft your QBR narratives and surface patterns across your portfolio in seconds. Custom workflows handle your renewal-prep packets, your call summaries, your follow-ups, your account documentation. The expectation: throughput and account quality that wouldn’t be achievable any other way.

Drive feature adoption with evidence. Identify the most-valued features for each customer segment, build adoption playbooks around them, and benchmark outcomes. Share what’s working back to PLG, Product, and Marketing — backed by data, not anecdotes.

Run clean handovers and contract hygiene. Enforce SOPs for handover from Sales — no context leaks. Every account in your portfolio has its contract logged in HubSpot.

Be a teammate. Collaborate cleanly with Product, Support, Marketing, Sales, and our agency partners. Help Sales preempt renewals and make expansion forecasting predictable.

Represent Swym’s evolution. As the platform grows from solutions-as-features to solutions-as-the-defining-layer of the brand experience, your customers need a guide. That’s you.

Requirements

Non-negotiable

• 3–5 years in customer-facing roles — ideally Customer Success or Customer Support at a SaaS company.
• Genuinely happy about helping people. If we could only name one trait that defined success in this role, this would be it.
• AI-native operating capability. You use Claude, ChatGPT, or similar tools as a force multiplier on your work — not as a novelty or an experiment. You prompt, iterate, and build workflows. You know when to delegate to an agent and when human judgment is required. This is assessed in the interview, not assumed.
• Excellent written and spoken English. Most of our customers aren’t in India, and you’ll handle hard conversations.
• Tech-savvy. Comfortable in CRMs (HubSpot), with an affinity for web technologies — basic HTML, CSS, and JS.
• Data-driven by default. Analysing merchant health and making decisions from it is second nature to you.
• Organised. You’ll juggle a real portfolio with real complexity: prioritisation is a core skill.
• Given our global presence, flexibility to operate across multiple time zones is required.

Strongly preferred

• Bachelor’s in Business Administration, Engineering, or similar. An MBA is a plus.
• Familiarity with and how SaaS apps get evaluated and adopted there.
• Experience with marketing automation stacks (Klaviyo, Attentive, Yotpo, Omnisend) — especially the data flow between intent capture tools and downstream campaigns.
• Existing fluency with intent capture, email marketing automation, or shopper engagement as a product category.

What Doesn’t Fit

“Activity-led” CS profiles who measure themselves on touchpoints rather than outcomes.
Operators who haven’t meaningfully adopted AI in their workflow — not because we require a specific tool set, but because the leverage expectation in this role demands it.
Anyone whose strength is process compliance over judgment. The role rewards judgment.

What Success Looks Like in the First 12 Months

Months 1–3 — Foundation

• Portfolio of customer accounts ramped, with each merchant’s objectives, health baseline, and value thesis documented.
• AI operating model established for your portfolio: account-health diagnostics automated, QBR-prep workflows running, call-summary follow-ups going out within hours, not days.
• TTL and TTFV benchmarks set for every active implementation; first 3 implementations completed against benchmark.
• Two-way engagement cadence established with every account in your portfolio.

Months 4–6 — Momentum

• 80%+ of portfolio in active two-way engagement.
• 80%+ of portfolio achieving compelling ROI on Swym solutions.
• Adoption playbooks built and live for at least 2 customer segments — replicable, agent-assisted, ready to scale to new CSMs.
• Structured product-feedback loop running into Product and PLG.
• First wave of Solution Builder / new platform-tier feature adoption underway across the portfolio.

Months 7–12 — Scale

• Portfolio churn contained well below the company benchmark; expansions outpacing churn.
• You can name 3+ AI workflows you’ve built or refined that materially changed your throughput.
• Renewal forecasts you provide to Sales come in within ±10% of actuals.
• A more junior CSM joining the team can ramp on your portfolio in 4 weeks because your documentation, playbooks, and workflows are clean.

How We Work

Swym operates on a human-in-the-loop model. Agents research, draft, audit, and execute. Humans make strategy calls, write the response, and own the relationship.
As a CSM you’ll work alongside AI teammates. This includes Agents for portfolio research, task execution, and merchant intelligence, as well as custom workflows for the recurring shape of CS work, and you’ll be expected to direct them effectively.
This is not a role where you’ll wait for RevOps to pull your data, or for a manager to approve every comms draft. Outputs ship daily. Decisions are made from data. Leverage is the primary metric.

Why This, Why Now

The brands Swym serves are at the front edge of a structural shift in retail. Discovery is moving off the storefront and onto AI agents. First-party intent data is becoming the only reliable signal in a post-cookie world. Email open rates are declining and the brands that survive are the ones that know their shoppers — what they want, when they’re ready, and where they are in the journey.
Swym sits at the centre of that shift, with 50,000+ customers, 500+ agency partners, and a data moat that widens every quarter.
If you want to work AI-first, with a team that means it, on a problem that matters — this is your moment.

Our Vibe

We’re a close-knit, fully-remote crew that never forgot our scrappy startup roots. Trust is sacred. Teamwork is the superpower. Our data-driven culture is built around making our merchants the heroes of their own stories.

Benefits

Remote work: We’re a remote-first company — flexibility and freedom by default.
Time off: 20 days PTO, 10 sick days, 12 wellness leaves, and 10 fixed holidays.
Compensation: Competitive pay and stock options for everyone.
Health & fitness: Full health coverage, including fitness classes.
Employee Wellness & Assistance Program: Confidential professional counseling (because we all need a little help sometimes).

Interview Process

Resume Screening
Round 1 - Introductory Questionnaire
Round 2 - Screening Call
Round 3 - Panel Call 1 — Introductory Call (30 min)
Round 4 - Written Assignment + Presentation (AI-fluency assessed here)
Round 5 - Panel Call 2 (45 min)
Round 6 - Panel Call 3 (45 min)
Round 7 - HR Call (45 min)

Swym is a remote-first company. We are an equal opportunity employer committed to building a diverse, inclusive team.