Experience: 5+ Years
Location: India (Remote / Hybrid)
Shift: US Shift (Evening/Night IST)
Employment Type: Full-Time
Market: United States (US Customers)
About Aivar Innovations
Aivar is an AI-first technology partner where cutting-edge technology meets industry expertise to supercharge your business. Founded by ex-AWS leaders, Aivar's AI-augmented teams help enterprises move from AI experimentation to production-grade systems — fast, governed, and built to last. We combine consulting, engineering, and proprietary accelerators to deliver agentic AI, cloud transformation, and managed operations that drive measurable outcomes. Backed by Bessemer Venture Partners and Sorin Investments, Aivar is trusted by 80+ enterprises across fintech, healthcare, logistics, retail, and technology.
Role Overview
Aivar Innovations is looking for a Customer Success Manager to own post-sales relationships and long-term value delivery for enterprise customers across the United States, operating from India. You will be the primary point of contact for a portfolio of US-based customers after onboarding — ensuring they realise measurable outcomes from Aivar's accelerators and services, expand their footprint over time, and remain strong advocates for Aivar in the market.
This is not a support role. You will be a strategic partner to your customers — deeply embedded in their AI journey, proactively identifying risks and growth opportunities, and working across Aivar's internal teams to ensure every engagement delivers against the outcomes that were promised at the point of sale. You will work across Aivar's accelerator platforms — Convogent (conversational AI), Velogent (agentic process automation), and Kubogent (AI infrastructure) — and the full services portfolio spanning AI strategy, custom AI development, cloud transformation, and managed AI/ML operations.
Key Responsibilities
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Own a portfolio of named US enterprise accounts post-onboarding, acting as the primary point of contact for all success, growth, and relationship matters
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Build deep understanding of each customer's business goals, AI maturity, and technology landscape to drive adoption, outcomes, and expansion across Aivar's platforms and services
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Own account health, adoption metrics, NPS/CSAT, renewal forecasts, and expansion pipeline for your portfolio — reporting regularly to sales and delivery leadership
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Conduct structured Quarterly Business Reviews (QBRs) with customer stakeholders, presenting outcomes achieved, roadmap alignment, and next phase recommendations
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Work closely with solutions architects, delivery, and managed operations teams to ensure customers receive proactive, high-quality service throughout the engagement lifecycle
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Identify and develop upsell and cross-sell opportunities — expanding customers from a single accelerator or service to a broader Aivar platform relationship
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Serve as the voice of the customer internally — flagging risks early, advocating for customer needs in product and delivery discussions, and driving resolution of escalations
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Build and maintain relationships with senior stakeholders including CXOs, VPs, and IT leaders at customer organisations
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Track and report key account metrics — health scores, revenue, renewal risk, expansion pipeline, and engagement activity — in CRM on a consistent basis
Requirements
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5+ years of customer success, account management, or client partner experience in AI, cloud, SaaS, or technology services
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Direct experience managing post-sales relationships with US enterprise customers, ideally in a remote delivery model from India
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Demonstrated success owning renewal, upsell, and expansion targets for a portfolio of mid-market or enterprise accounts
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Experience working with technology or digital transformation offerings — AI/ML, agentic automation, cloud, or managed services preferred
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Familiarity with customer success frameworks, health scoring, and structured account planning methodologies
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Ability to work US Eastern or Pacific business hours from India
Skills and Competencies
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Strong relationship management and executive presence — comfortable engaging and building trust with CXO and VP-level stakeholders at US enterprises
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Ability to translate complex AI and cloud delivery outcomes into clear business language for both technical and non-technical audiences
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Solid commercial acumen — renewal negotiations, expansion conversations, contract understanding, and risk management
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High ownership and accountability — ability to manage a large portfolio of accounts with competing priorities and proactively stay ahead of risk
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Excellent spoken and written English — confidence and clarity on US customer calls, QBR presentations, and written executive communication
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Proficiency with CRM tools and customer success platforms such as Salesforce, HubSpot, Gainsight, or ChurnZero, and basic reporting in Excel or Sheets
Why You'll Love Working at Aivar
Learn from Experts: Work directly with former AWS leaders and AI practitioners who have built and deployed enterprise AI at scale.
Outcomes You Can Point To: Walk into every QBR with real proof — 70% cost reduction in logistics invoice processing, 92% accuracy on 50,000+ monthly AI support sessions, ticket resolution time cut from 8 hours to 15 minutes. Your customers will see results like these.
Direct Ownership: Own your accounts end-to-end with full visibility into health, risk, and growth — no hand-holding, no bureaucracy.
Modern Portfolio: Represent the most compelling AI story in the market — agentic systems, conversational AI, governed automation, and cloud-native infrastructure, all production-proven and live with real customers.
Rapid Growth: Scale your career quickly in a high-trust, high-speed environment where strong CSMs get early access to team leadership, enterprise accounts, and regional ownership opportunities.
Diversity and Inclusion
Aivar Innovations is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to gender, gender identity, sexual orientation, religion, disability, age, marital status, caste, or any other protected characteristic. We are committed to building a diverse, inclusive, and respectful workplace for everyone, in full compliance with applicable central, state, and local laws.
