Customer Success Manager

We are looking for talented, energetic folks to join the team and be part of this 0 to 1 journey. You will be part of building a global SaaS product from India.

Outcomes Expected

• Manage relationships with key accounts. Ensure they derive value and their billing grows.
• Own and deliver at least $20K New MRR within 3 months.
• Implement best practices to make the CSM Team more efficient. Creating a training program, metrics based review and coaching system for other CSMs.
• Work with founders to drive further optimisation of metrics, consistently working on improvements in quality, conversion, and process adherence.

Responsibilities

• Serving as the main point of contact for customers, addressing queries, concerns, and providing support as needed.
• Guiding new customers through the implementation process, ensuring a smooth transition from sales to product usage.
• Establishing strong relationships with customers, understanding their needs, challenges, and objectives.
• Collaborating with customers to develop success plans tailored to their specific goals and objectives.
• Tracking key performance indicators (KPIs) related to customer success, such as retention rates, customer satisfaction scores, and product usage metrics.
• Working to ensure customer satisfaction and value realisation to secure renewals and drive upsell opportunities.
• Collaborating with sales, marketing, and product teams to align efforts and ensure a unified approach to customer success.

Requirements

• Ability to take extreme ownership of everything related to customer success that is happening in the company.
• Inspiring personality and amazing interpersonal skills.
• At least 2 years of experience in customer success role.
• Strong analytical skills and problem-solving attitude.

What We Offer

• A chance to be a part of a rapidly growing company in the exciting mobile app space.
• A dynamic and creative work environment with a diverse and passionate team.
• Competitive salary and benefits.