Customer Success Associate

Customer Success Management is a role that is defined in various ways in the industry, but at its core, it is all about making the customers successful and making them realize the value of the services we offer. A good Customer Success Associate must have a thirst for knowledge, the ability to learn quickly, easily grasp new software applications, and act as a conduit between the customer and our company. 

As a Customer Success Associate, you shall manage a portfolio of customers, develop relationships with multiple stakeholders, drive product adoption, work on their value realization and also help their expansion over time. 

• 2-4 years of experience in a B2B SaaS domain and Customer-facing roles like Customer Success, Sales or Customer Support, focused on US & EMEA customers
• Should have experience in engaging with Senior Executives
• Graduation in Science, Engineering, and Commerce fields from an accredited college or university. A postgraduate degree would be beneficial

• Build value-based relationships with the customer stakeholders, build them into champions and advocates
• Own the customer journey, and ensure product adoption, renewal, and identification of expansion opportunities
• Identify product usage gaps and consult with the customer on the actionable solutions
• Collaborate closely with Account Managers and Account Executives to identify and close opportunities for upselling, cross-selling, and development of customers’ success plans based on their desired outcomes
• Drive customer advocacy through reviews, testimonials, references, customer meetups, webinars, case studies, etc.

• Exceptional ability to communicate and foster positive business relationships with customers as well as internal stakeholders
• Exemplary written and verbal communication skills to work with global customers
• Experience working with at least one Customer Success tools like Gainsight, Totango, ChurnZero, or similar ones
• Strong problem-solving and analytical skills with the ability to derive actionable insights and recommendations from data
• Proven track record of driving customer success and retention
• Ability to work across varied customer segments
• Good understanding of SaaS and business processes
• Ability to manage customers at scale and function in fast paced environments

• Ability to translate customer needs into technical requirements for internal stakeholders
• Has worked with global customers, and across different segments in the past

Other essential qualities for this role: 

• Customer-first mindset is a must
• Bias for action and a sense of urgency to get things done for customers
• Able to multitask efficiently under time pressure
• Sense of accountability

Benefits/Perks:

• Opportunity to work and collaborate with a global team spread across 6 countries
• Routine hackathons and learning boot camps to promote knowledge sharing

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