• Permanent Job
  • Baner Pune
  • Posted 5 months ago
  • Salary: Rs.4 – 7 Lacs Per Annum
  • Exp: Minimum 4+ years Customer Success experience in B2B SaaS
  • Position: Executive
  • Qualification: Any IT
  • Industry: IT Support / BPO


Our client is looking for an experienced customer success professional with a proven track record to join us, as Senior Manager – Customer Success. Most of our customers are based out of North America and hence you will work in the North America Time Zones. Shift Timings: 6:00 pm – 3:00 am The primary KPIs for the Customer Success Manager are ‘Customer Health and Satisfaction’, ‘Account and Revenue Retention’ and ‘Account Growth and expansion’.

Gender : Male/Female
Industry : IT Support / BPO

Skills :

Prior experience of working with a SaaS company is mandatory
 Exceptional writing, communication and presentation skills
 Experience in the mobile, commerce, digital marketing and/or advertising space
 A jack of all trades – a motivational leader, mentor, and a damn good executer!
 Strong written and verbal communication skills with a good business and  technical aptitude
 Experience in Google Analytics / Adwords a plus
 Comfortable with clients, able to strategically partner with customers
 Thoughtful, curious and a problem-solver

Client Servicing Persona plays a critical role in satisfying clients and thus bringing repeat business.
They are the primary point of contact for the company clients and need to have good communications skills, interpersonal skills and problem solving skills. The major skills and competencies that employers look for in a candidate are:

 Good communication skills
 Good interpersonal skills
 Active problem solving skills
 Customer Focus
 Ability to handle pressure

Role & Responsibilities :

Develop and evangelize the overall customer success team & processes, both from an operational and strategic level
 Be the face of Plobal Apps to our customers. Have a deep understanding of our customers requirements and articulate solutions that deliver a high impact and ROI to their businesses
 Identify key metrics and triggers of deriving value for customers and other key triggers for customer delight
 Drive product adoption and ensure exceptional user experiences that lead to increasing the lifetime value of the customers
 Manage the entire customer lifecycle – onboarding, training, product adoption, revenue, referral
 Complete ownership of the customer success function and managing the overall health and usage of the product for each merchant
 Complete ownership of all customer success revenues related to an account, including retention, upsell and other expansion opportunities
 Produce regular and quality activity reports including but not limited to – customer revenue growth, expansion growth, churn, lifetime value to the management

Product Perspective

 Own and manage all accounts – health and identify opportunities to improve product offering and solutions
 Collaborate with customers to develop, launch, and manage marketing campaigns focused on engagement and revenue goals
 Maintain a deep understanding of our product and industry knowledge to be able to tell customers about the most relevant features/functionality for their specific business needs
 Be the voice of customer and collaborate with various cross-functional teams, including product management, implementation, and support to ensure ROI, product improvements, launch of new feature requests and resolutions of all bugs

 Ensure customers get maximum value from PlobalApps  by leveraging full platform functionality
 Use analytics to identify usage patterns and create metrics
 Educate customers on mobile app best practices, growth, and success stories
 Create knowledge base, webinars, tutorials and video tutorials for on – boarding and product adoption
 Serve as the escalation point for customer issues to ensure they are resolved quickly
 Use quantitative and qualitative analysis to drive operational excellence in the areas of on-boarding, adoption, renewal, upsell, other expansion revenues and and churn reduction

 Manage customer expectations in terms of what the product can and cannot achieve

Joining: Immediate

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