Customer Onboarding & Success Manager - SaaS

Customer Onboarding & Success Manager SaaS 7 to 10 years 25LPA range

Hiring for : A GenAI SaaS product company, incubated inside of a 20+ years old global analytics consulting business.

Role : Customer Onboarding & Support / Success.

Experience : 7 to 10 years in relevant roles, preferred majority in SaaS / product companies.

Salary : Up to 25LPA based on experience.

Location : Bengaluru or Pune.

Type : Hybrid

Joining : Immediate to 30 days preferred.

IMPORTANT : Last 3+ years must be in a similar role at high growth SaaS product companies.

Overview :

- Our client is seeking a dedicated and customer-focused individual to join their team.

- In this role, you will be responsible for providing exceptional support to their customers, guiding them through the onboarding process, and ensuring their satisfaction.

- The ideal candidate will possess strong communication skills, a passion for helping clients, and the ability to thrive in a fast-paced environment.

- Understanding of different tools like CRM / ticketing / MarTech / ecommerce is desirable.

Key Responsibilities :

- Guide customers through the onboarding process, ensuring a smooth and seamless experience.

- Provide timely and effective support to customers via email, phone, and chat channels.

- Troubleshoot technical issues and escalate complex issues to the appropriate teams when necessary.

- Collaborate with cross-functional teams to address customer needs and improve the overall customer experience.

- Document customer interactions and maintain accurate records in the CRM system.

- Educate customers on product features, functionality, and best practices to maximize their success.

- Assist in the development of support resources, including FAQs, knowledge base articles, and training materials.

- Continuously seek opportunities to improve processes and enhance the quality of support provided to customers.

- Stay up to date on product updates, industry trends, and best practices in customer onboarding & support.

Must have:

- Overall 7 to 10 years experience in relevant roles, preferred majority in SaaS / product companies.

- Min 3 years experience with customer support and success at a technology or SaaS based company.

- Strong communication skills, both written and verbal.

- Excellent problem-solving abilities and attention to detail.

- Proficiency with CRM systems and support tools.

- Ability to work independently and as part of a team.

- Bachelor's degree in computer science engineering or equivalent.

- MBA would be preferred but isn't necessary.