Customer Success Manager, Mobility & Robotics

iMerit, an EXL Company, provides training, evaluation and validation data for AI teams. The Customer Success Manager owns strategic Mobility & Robotics accounts, ensuring client health, retention, delivery performance and account growth while coordinating with client and internal teams.

Responsibilities:

• Own client health: serve as the primary point of contact for your portfolio on the overall relationship, business terms, billing, project structure and escalations
• Deliver on the SOW: make sure every engagement meets its agreed KPIs for quality (precision and recall, audit pass rates), throughput, turnaround time and staffing, and report on them regularly
• Launch and ramp programs: lead project setup with Solutions Architects and Delivery PMs, covering staffing and ramp plans, guidelines, tooling, data transfer, security requirements and reporting
• Manage risk early: anticipate delivery risks such as guideline changes, edge cases, volume spikes and staffing gaps, and drive corrective action plans with Delivery
• Run business reviews: conduct QBRs and working sessions that review performance, share insights and set goals for the next quarter
• Advise as a domain expert: recommend best practices on annotation taxonomies, QA design, model-assisted pre-labeling and workflow efficiency for sensor fusion, LiDAR, mapping and robotics data
• Grow accounts: identify and close upsell and cross-sell opportunities such as new workflows, triage and scenario mining, HD map production, VLM/VLA evaluation, and robotics and egocentric data. Partner with Sales on larger expansions
• Protect renewals and margin: manage renewals, rate reviews and amendments in line with pricing guidelines
• Build reporting: design client-facing and internal dashboards using tools like Looker Studio, Power BI or Tableau
• Connect the right teams: bring in Solutions Architects, Engineering, Finance, Partnerships and EXL colleagues as each account needs

Requirements:

• 6+ years in a customer-facing role such as customer success, account management or technical program management, working directly with senior leaders and executives
• A track record of retaining and growing accounts through renewals, expansions and new teams
• Experience managing outsourced, offshore or managed-service programs at scale with a globally distributed team
• Working knowledge of AV, ADAS or robotics data: camera, LiDAR and radar, 2D/3D annotation, point clouds, mapping, or scenario and event triage
• Strong analytical skills: comfort with large data sets and turning quality and throughput metrics into clear insights and action
• Experience building and refining processes at scale
• Excellent communication and executive presence, including calm, clear handling of escalations
• Experience working remotely and across time zones, especially with India-based teams
• Candidates should understand and share iMerit's social mission: providing transformational livelihood opportunities to marginalized communities around the world
• Prior experience at an AV, robotics, mapping or data annotation company
• Familiarity with labeling and data platforms (for example Ango Hub or similar annotation tools) and common data formats (JSON, CSV, point cloud formats, ROS bags)
• Basic SQL or scripting (Python or JavaScript) for analysis
• Moderate to advanced Excel or Google Sheets skills
• Interest in social impact