Senior Customer Success Manager – Enterprise AI Services

About Gruve

Gruve is an innovative software services startup dedicated to transforming enterprises to AI powerhouses. We specialize in cybersecurity, customer experience, cloud infrastructure, and advanced technologies such as Large Language Models (LLMs). Our mission is to assist our customers in their business strategies utilizing their data to make more intelligent decisions. As a well-funded early-stage startup, Gruve offers a dynamic environment with strong customer and partner networks.

Position Summary

At Gruve, customer success and service excellence go hand-in-hand. We are looking for a Senior Customer Success Manager who will act as the primary customer relationship owner, partnering closely with service delivery teams to drive outcomes and ensure value realization. This role goes beyond traditional CSM, it combines strategic customer engagement with strong service delivery, ensuring customers not only receive high-quality services but also derive measurable business value. This role also requires a CSM with hands-on experience in an IT services company or managed services environment. You will partner with customers to drive satisfaction, retention, and services expansion, while simultaneously seamless delivery, SLA adherence, and operational excellence.

Key Responsibilities

Customer Success

• Own the end-to-end customer lifecycle: onboarding → service activation → value realization → renewal and growth
• Build trusted advisor relationships with key stakeholders across business and technology
• Understand customer goals and proactively alignservices to business outcomes
• Drive account growth through expansion opportunities in collaboration with Sales, Pre-Sales, and Delivery
• Lead Quarterly Business Reviews (QBRs) showcasing value delivered, insights, and future roadmap
• Drive customer advocacy (case studies, references, testimonials)

Service Delivery Support

• Service delivery governance, ensuring SLA/KPI adherence and high-quality execution
• Act as the bridge between customer and delivery teams, ensuring seamless communication
• Monitor delivery performance, proactively identify risks, and drive issue resolution and escalation management
• Assist with operational excellence across implementations, transitions, and steady-state delivery
• Drive continuous improvement in delivery processes, efficiency, and customer satisfaction with delivery leaders

Cross-functional Leadership

• Collaborate with Sales, Delivery, Engineering, and Support teams to ensure a unified customer experience
• Drive data-driven decision-making through metrics like CSAT, NPS, SLA adherence, and renewal health
• Influence internal teams to align delivery with customer expectations and business priorities

Basic Qualifications

• 12+ years of experience in Customer Success Manager role
• Must have proven experience in an IT services company or managed services environment as a CSM
• Proven track record of:
• Managing enterprise accounts end-to-end
• Driving customer retention, satisfaction, and revenue growth
• service delivery (SLA/KPI, operations, escalations)
• Strong experience working with global customers and distributed teams
• Exceptional communication, stakeholder management, and executive presence
• Ability to operate in a fast-paced, high-growth environment

Technical / Domain Expertise (Preferred)

• Exposure to AI / ML, Cloud, or Infrastructure services, especially Managed Services
• Knowledge of network security technologies (e.g., Cisco Secure Firewall, ISE, SD-Access)
• Candidate should be flexible to work extended hours, including up to 12:00–1:00 AM IST, as required.

Preferred Qualifications

• PMP / ITIL certification (good to have)
• Experience in scaling customer success and delivery functions in high-growth environments

Why Gruve

At Gruve, we foster a culture of innovation, collaboration, and continuous learning. We are committed to building a diverse and inclusive workplace where everyone can thrive and contribute their best work. If you’re passionate about technology and eager to make an impact, we’d love to hear from you.

Gruve is an equal opportunity employer. We welcome applicants from all backgrounds and thank all who apply; however, only those selected for an interview will be contacted.