Customer Success Manager at Mili

About Mili

Mili is transforming how wealth management firms operate by building purpose-built AI agents that eliminate administrative busywork, allowing advisors to focus on what matters most—their client relationships.

Founded in 2024 by Chirag Gandhi (CEO), Siddharth Bulia (CTO), and Vennela Miryala (CPO), Mili has raised $2 million in seed funding led by Chiratae Ventures and BoldCap, with participation from Sparrow Capital, SFMG Wealth Advisors, and Better Capital. We are a Google for Startups Accelerator: AI First – India cohort company, recognized among the top 20 startups from 1,500+ AI applications.

Our platform serves RIAs and Broker-Dealers managing billions in assets across the United States, helping them save 6+ hours weekly through intelligent meeting documentation, automated CRM updates, and seamless follow-ups—all built on SOC 2 Type 2 certified infrastructure with bank-grade security.

We're not building another tool for your tech stack. We're building the foundation for how advisory firms will work for the next 50 years.

About the Role

We are seeking a Customer Success Manager who will be the trusted partner for our U.S.-based wealth management clients. You will own the post-sale customer journey—from onboarding through adoption, retention, and expansion. This role is ideal for someone who thrives in fast-paced startup environments, loves tinkering with technology, and takes genuine ownership of customer outcomes.

Location: Bengaluru, India (Hybrid)
Work Hours: U.S. Timezone (Night Shift – EST/PST overlap required)
Reports to: Vennela Miryala

Key Responsibilities

Customer Onboarding and Adoption

• Lead seamless onboarding experiences for new wealth advisory firms, ensuring rapid time-to-value with Mili's AI agents

• Guide customers through integration setup across their tech stack (Salesforce, Wealthbox, Practifi, Salentica, Redtail, etc.)

• Configure customizable templates, firm-specific rubrics, and workflows tailored to each client's operational style
  

Account Management & Growth

• Serve as the primary point of contact for assigned accounts, building deep relationships with advisors, operations teams, and firm leadership

• Proactively monitor customer health metrics, usage patterns, and engagement to identify risks and opportunities

• Conduct regular check-ins, Quarterly Business Reviews (QBRs), and success planning sessions to ensure clients achieve their objectives

• Identify and execute upsell and cross-sell opportunities across Mili's expanding agent suite
  

Technical Enablement & Problem-Solving

• Troubleshoot technical issues and coordinate with engineering teams for timely resolution

• Become a product expert across all Mili agents (Meeting, Scheduling, Onboarding, Compliance, Documents, etc.)

• Translate customer requirements into actionable feedback for the product team

• Help customers optimize their workflows using Mili's AI capabilities
  

Voice of the Customer

• Be the internal advocate for customer needs, collaborating with Product, Engineering, and Sales teams

• Document customer feedback, feature requests, and pain points to inform product roadmap

• Develop and contribute to knowledge base articles, best practices guides, and training materials

Requirements

Must-Haves:

• Experience: 2-4 years in Customer Success, Account Management, or Implementation roles at a B2B SaaS company

• Ownership Mindset: Demonstrated ability to take full accountability for customer outcomes - you don't wait for instructions, you drive results

• Technical Comfort: Genuinely curious about technology; comfortable learning new software, navigating APIs, troubleshooting integrations, and explaining technical concepts to non-technical users

• Communication Excellence: Exceptional verbal and written communication skills; able to provide clarity in complex situations and articulate value to C-level executives and individual contributors alike

• U.S. Timezone Flexibility: Comfortable working night shifts (6 PM – 3 AM IST or similar) to align with U.S. client working hours

• Project Management: Strong organizational skills with ability to manage multiple accounts and priorities simultaneously

Strong Preferences (Big Plus)

• Wealth Advisory / Financial Services Experience: Previous exposure to RIAs, Broker-Dealers, financial planning, or wealth management operations

• AI/Automation Tool Experience: Hands-on experience with AI assistants, meeting documentation tools, or automation platforms

• CRM Proficiency: Working knowledge of Salesforce, HubSpot, or wealth-specific CRMs (Wealthbox, Redtail, Practifi)

• Startup Experience: Thrived in early-stage environments where processes are evolving and adaptability is key
  

What We're Looking For

Traits That Define Success at Mili

🎯 Ownership-Oriented
You treat customer problems as your own. You don't pass the buck—you see issues through to resolution. When something breaks at 11 PM, you're the person who figures it out, not the person who escalates and waits.

🔧 Comfortable Tinkering with Tech
You're the person who actually reads the documentation. You enjoy exploring product features, testing edge cases, and understanding how systems connect. You can explain the difference between an API and an integration to a client in plain English.

💬 Good at Communicating & Offering Clarity
Complex problems don't scare you—you break them down. Whether it's a confused advisor or an internal team, you translate chaos into clear action plans. Your emails are crisp. Your calls are productive. Your follow-ups are legendary.

🌙 U.S. Timezone Ready
You understand that our customers are wealth advisors in the U.S., and being available when they need you is non-negotiable. You've either worked night shifts before or are genuinely excited about this schedule.

Why Join Mili?

• Ground Floor Opportunity: Join an 11-50 person team backed by top VCs, shaping the future of AI in wealth management

• Impact at Scale: Work with firms managing billions in AUM; your work directly improves how 300,000+ U.S. advisors can serve their clients

• Learning Environment: Google for Startups Accelerator company with access to world-class mentorship and AI resources

• Product You'll Believe In: Customers describe Mili as their "new best friend"—you'll be championing a product people genuinely love

• Career Growth: As we scale, early team members will have opportunities to grow into leadership roles

Our Culture

At Mili, we listen first and build second. Every feature exists because advisors asked for it. We believe:

• Technology should serve people, not the other way around

• Trust is the foundation of everything we build

• The best ideas come from understanding real workflows, not imagining them

We're building the AI workforce that will define how advisory firms operate for the next 50 years. If you want to be part of that journey, we'd love to hear from you.