Customer Success Manager

About Noon

Noon is an AI-assisted design-to-code platform built by Weaver AI. Our users are designers and developers, and the support bar they expect is set by Linear, Vercel, and Stripe. We are hiring our first CSMs in Bengaluru to work directly with our paid customers, own a portfolio of accounts, and help us build a function that is judgment-driven, not script-driven.

This is not a Tier-1 ticket queue role. We do not measure you on tickets-closed-per-day. We measure you on adherence to seven customer expectations: acknowledgment, predictability, resolution, competence, continuity, fairness, recourse. The rest is your judgment.

What you will own

• A portfolio of 30-80 paid Noon accounts (size depends on tier mix)

• Slack Connect channels for your accounts. You are the named point of contact.

• All ticket intake, classification, and resolution for your accounts (with engineering co-ownership for bugs)

• Onboarding new paid customers: live walkthrough, KB tour, expectation-setting on the support contract

• Weekly pattern review participation: surface what your accounts are saying

• Customer-health pulse checks for accounts that signal risk

What you will not own

• Sales targets, expansion quotas, renewal commission. None.

• Outbound prospecting or lead qualification.

• Marketing or community work.

What we are looking for

• 4-7 years in B2B SaaS CSM or technical support roles. The reference companies for the experience we want: Postman, Atlassian, Hasura, Zoho (technical SaaS, not commodity SaaS).

• Strong written English. We will run a written triage exercise with sanitised real Alpha tickets.

• Comfort reading and reasoning about technical product detail (HTML/CSS/React component basics, design tools like Figma, basic SQL or API understanding). You do not need to be an engineer. You do need to be able to escalate a bug clearly enough that an engineer can act on it without re-asking.

• Calm under hostile customers. We will test for this in interview.

• Curiosity about design and code. Our customers are designers and developers; if you find this product space dull, you will not last.

What we are not looking for

• Career account managers from telecom, banking, or BPO support backgrounds. Wrong reflexes.

• People who describe past success primarily as "hit my retention number." We do not have one.

• People who need a fully-defined script. The framework gives you the questions, not the answers.

First 30 days

• Week 1: shadow CX Head on every active ticket. Read all 6 dimensions and the workflow matrix until they are second nature.

• Week 2: handle first 5 tickets co-piloted by CX Head. Close every one with a named resolution type.

• Week 3: take first solo accounts. CX Head spot-checks every ticket end-of-day.

• Week 4: full ownership of assigned portfolio. Daily standup with CX Head. First written contribution to Friday pattern review.