Customer Success Manager - Startup

Customer Success Manager for a super fast growing startup

Our client is a fast growing saas company based in Bangalore which is seeing tremendous growth and are looking to expand their team especially in Customer Success. Customer success is possibly the most important role in the company since you handle a large number of responsibilities. They look forward to hearing from young motivated people who are excited by scale. Former engineers/product developers will be preferred.

Role Description :

As a Customer Success Manager, you are principally responsible for ensuring our customers find success with using our product. You will interact directly with executives across the customer organization, ensuring they are deriving value from the product on an ongoing basis. You are our key point-of-contact for the customer, and their most trusted advisor for our product.

Key Responsibilities :

Customer Onboarding :

- The first experience of our product for the customer will, in fact, depend on you. You are responsible for getting our customer -- users -- to start using our product.

- This will include helping them set up accounts, migrate from whatever existing systems they are using, training, and getting them to use the product to achieve their hiring goals.

Engagement :

- You will be responsible for moving our customers from simply using the product to helping them derive value from the product within the first 90 days.

- You will closely engage them to set up clear objectives/goals and understand how best you will support them.

- As part of the process, you will develop a keen understanding of their hiring goals, challenges, requirements, internal processes, key stakeholders and more.

Follow-up :

- You will constantly follow-up with each customer to ensure they are on track to achieve their goals and objectives.

- You will proactively and constantly monitor usage to identify patterns/issues -- to make sure the customer has all that they need, and that you are able to mitigate issues/challenges well in advance.

Technical Support :

- You will work with Tech Support to resolve any technical problems a customer is facing.

- As our first and key point-of-contact, the customer will rely on you for prompt and adequate response.

- You will also proactively monitor the customer's product usage and usage data/reports to identify and help resolve problems well in advance.

Customer Review and Feedback:

- You will set up and conduct Customer Feedback Surveys, Customer Health Reports and Monthly Review Interactions to ensure the company has, at all times, a check on its relationship with the customer.

Customer Advocacy :

- You will proactively track customer successes and provide key inputs to drive marketing around the successes.

Customer Intelligence:

- This is a critical part of your responsibility -- you will need to have a big picture of the customer and strive to know them better than they know themselves.

- Remember, you cannot help a customer apply any product to his business if you don- t understand the context of his business.

- While this will involve reaching out, and networking actively, it will also involve maintaining a process that captures and monitors external info critical for supporting the relationship.