Manager - Customer Success - SaaS

About the client:

- Company Name: Gumlet

- Industries: Internet / Online, Software / Software Services

- Company Type: Public

- Funding Stage: Other

- Headquarter Location: Bangalore

- Nature of Offering: Product & Services

- Founding Year: 2006

- No of Employees: 501-1000

Job Title: Customer Success Manager

Website: https://www.gumlet.com/

Linkedin : https://www.linkedin.com/company/gumlet/about/

Location : Remote

Please go through the company website and let me know if you need more information. I would be happy to assist you with the additional details.

About Gumlet:

Gumlet is a Sequoia-backed developer-first fastest-growing B2B global SaaS company based in India. Our product optimizes & delivers media files (images and videos) for websites and mobile applications. Gumlet is used by companies from E-commerce, News-Media, Edutech, OTT, Travel, Social Media and D2C industries

Gumlet serves more than 1Bn media files every day to its 6000+ global clients. Some of our marquee clients are Co-Learn, Bloomberg Quiet, Vero Moda, Prothom Alo, Bestseller group, LBB, YourStory, etc.

Join us:

- To become a part of the first core team of Gumlet

- For this one-time opportunity with Gumlet where a candidate for this position will understand how to build and scale BDR teams from scratch

- For an opportunity to move to a senior leadership role where s/he will learn people skills team management and will get enough space to make the strategic decisions that will immediately impact the sales function.

- To work with a global team that delivers 1Bn optimized media files each day (Google answers 6Bn queries/day)

- For the opportunity to work in a dynamic team that is async first and remote

- For the leadership opportunities in a very transparent, result-oriented, and fast-growing team

- To work on one of the few world-class DevTools SaaS companies in India

- For an open learning environment with a lot of freedom

Job Description:

The candidate will be primarily responsible for maintaining the key accounts for Gumlet. The candidate will be a key contributor to building the CSM vertical of the Sales organization at Gumlet and will be closely working with the Sales Head to identify the best practices for delivering continuous value to the customer.

Responsibilities:

- Get involved in the entire customer lifecycle from onboarding through the duration of their subscription period.

- Improve onboarding processes

- Proactively reporting the key statistics of the accounts and ensuring the customer satisfaction index is above 90%

- Build value-based relationships with customers and create Gumlet champions.

- Conduct Strategic Business Reviews (EBRs and QBRs) to understand customer lifecycle milestones, communicate the value of our product, showcase ROI

- Identify opportunities for upselling and cross-selling along with the Account Executive.

- Communicate and brainstorm with the product team on customer feedback and help refine the product roadmap.

- Identify success milestones for the customers.

- Optimize existing processes within the company and actively enhance all Customer Success initiatives. - Drive customer advocacy through reviews, testimonials, and customer meetups. - Help build loyalty by creating an excellent relationship with the customer.

- Maximize your portfolio's retention by minimizing churn and contraction.

Skills And Qualification:

- Candidate must have excellent customer relationship management skills

- Strong analytics skills to identify inefficiencies in order to improve the customer satisfaction index

- Self-starter who is able to operate in a hyper-growth environment and work independently.

- The candidate should be comfortable adopting working hours as per the requirements.

- Excellent listening, negotiation, and presentation skills.

Education requirements:

- Possess a BE/BTech or equivalent degree.

- A minimum of 2 years of client-facing experience in SaaS/Cloud/IT

- Excellent command of U.S. English (understanding, speaking, and writing).