Customer Success Business Partner, India

Job description

About the Company Why We Built Lyric: Supply chains are more critical and complex than ever. Every day, large enterprises navigate trillions of possible decisions that could impact the bottom line. Powerful algorithms and AI can address these problems, yet most organizations struggle to leverage supply chain AI at scale. The current SCM technologies are either rigid, limited-scope point solutions or custom solutions built in-house, which demand immense expertise and investment. That is…until now. Enter Lyric: Lyric is an enterprise AI platform built specifically for supply chains, offering the best of both worlds: - Out-of-the-box AI solutions for optimizing networks, allocating inventory, scheduling routes, planning fulfillment capacity, promising orders, propagating demand, building predictions, analyzing scenarios, and more, plus - A platform-first approach that empowers both business and technical users with end-to-end product composability, leveraging no-code tools, their own code, or even forking our code to build and refine supply chain decision intelligence With Lyric, enterprises no longer have to choose between flexibility and speed, they get both. The Mission: We’re building a new era in supply chain with the team best equipped to lead it. With over 20 years at the intersection of supply chain and algorithms, we developed a deep conviction that global supply chains needed something like Lyric. Since our inception in December 2021, that conviction has been validated time and time again. Today, a growing number of Fortune 500 companies, including Smurfit WestRock, Estée Lauder, Coca-Cola, and more, are innovating on their own terms with Lyric. We can’t wait to see what our customers, both current and future, are empowered to build with us next. Come build with us! About the Role Lyric is hiring a Customer Success Business Partner to lead our technical customer engagement practice in India. This is a senior, deeply technical role for someone who has mastered the application of machine learning and AI to supply chain prediction problems and who can lead a team of data scientists and ML engineers doing the same. This role owns the in-region executive customer relationships, partnering with US or EMEA-based CSBPs for cross-regional account alignment and planning. Commercial governance sits with the US or EMEA CSBP. Your differentiated contribution is deep predictions expertise: you and your team will own the ML workstreams within strategic customer engagements, drive technical value realization, and position Lyric as the frontier partner for AI-driven supply chain planning. The ideal candidate is hands-on and technically authoritative, comfortable building models and applications themselves when needed, and equally capable of presenting to a room of supply chain executives. This role requires executive presence, technical depth, and the ability to build, lead, and develop a small, high-caliber team of predictions practitioners in India. What You'll Do Predictions Leadership and Technical Customer Engagement - Own the technical workstreams within strategic enterprise accounts, with a focus on AI and ML-driven predictions use cases including demand sensing, forecasting, probabilistic planning, and dynamic optimization - Lead integrated, composed ML-led workflows that daisy-chain predictions with optimization, planning, and execution paradigms - Build and configure models, run experiments, and validate results hands-on alongside your team when the situation calls for it - Serve as Lyric's subject matter expert on predictions and ML for both customers and internal stakeholders, capable of earning credibility in a room of supply chain engineers and data scientists - Translate complex ML concepts and outputs into clear business narratives for customer executives and planning leaders - Build and lead an India-based team of predictions practitioners (data scientists, ML engineers, OR modelers), providing technical mentorship, coaching, and performance management Customer Partnership (in collaboration with US/EMEA CSBP) - Own the in-region executive customer relationships, partnering with the US or EMEA CSBP for cross-regional account planning, and commercial governance to align technical delivery with customer success goals and executive strategy - Participate in quarterly business reviews, success planning sessions, and governance meetings, contributing the technical and predictions-specific perspective - Maintain strong relationships with customer supply chain engineers, data science teams, and planning leads - Ensure value realization on predictions workstreams and communicate measurable outcomes back to the customer and internal stakeholders Adoption, Expansion, and Platform Feedback - Identify opportunities to expand the depth and breadth of predictions use cases within existing accounts - Monitor customer health signals related to model performance, adoption, and satisfaction with AI-driven capabilities - Surface actionable technical feedback to Lyric's product and engineering teams to inform roadmap priorities - Partner with Professional Services during onboarding and scaling to ensure strong technical foundations for new customers About You - 15+ years of experience in supply chain data science, ML engineering, technical consulting, or a related field with a strong quantitative foundation - Deep expertise in applying machine learning and AI to supply chain prediction use cases: demand classification and sensing, statistical and neural forecasting, probabilistic planning, and dynamic pricing or optimization - Hands-on proficiency in end-to-end ML workflows including feature engineering, model training (supervised, unsupervised, neural networks, AutoML), deployment, and monitoring in production environments - Strong working knowledge of supply chain planning domains (demand planning, inventory, S&OP, fulfillment) sufficient to engage credibly with both technical and business audiences - Demonstrated experience leading and developing a team of data scientists, ML engineers, or quantitative analysts - Executive presence: comfortable presenting to senior customer stakeholders, moderating technical panels, and representing Lyric in high-visibility settings - Excellent communication skills, able to explain complex model behavior and results to supply chain engineers and C-suite executives with equal clarity - Highly adaptable and comfortable navigating ambiguity in a fast-moving, startup environment - Proven ability to identify, quantify, and communicate business impact from AI and ML initiatives Even if you don't meet 100% of the qualifications, we recommend applying to the role!