Customer Success Manager

Mumbai, remote
Posted 1 month ago

What you will be doing :

  • Involved in the entire customer lifecycle from on-boarding / pilot through the duration of their subscription period & take ownership and accountability for ensuring customer retention and growth, customer satisfaction and contract renewals within the assigned customer portfolio
  • Identify right business use cases where Richpanel can be applied and work with customers for getting them implemented ensuring measurable results.
  • Partner with Account Executives to maximize account growth opportunities by playing an collaborative role on the account team and helping to drive incremental opportunities upon contract renewal
  • Build value-based relationships with customers ensuring that they remain Richpanel’s customers & uncover and know any risk that threatens your customer’s growth, satisfaction, or renewal; conceive and execute mitigation plans for all risks.
  • Drive financial and strategic targets for minimizing churn, positioning favorable terms and boosting incremental revenue via up-sells, cross-sells and add-ons
  • Provide proper training to improve adoption of our product.
  • Data-driven in-approach to identify usage gaps and provide solutions with measurable results.
  • Establish deployment goals and success factors and then develop a plan to carry them out successfully.
  • Communicate and brain-storm with the product team on customer feedback and help refine product roadmap.
  • Work with the marketing team to execute customer surveys, case studies, usability test, etc.

What we are looking for :

  • 3+ years experience in a customer-facing role preferably at a B2B SaaS Startup
  • Should be open to working in US Shift.
  • SaaS experience is a must.
  • Bachelor’s Degree in Computer Science or equivalent technical field
  • Experience of working with International customers (US, Canada etc)
  • Solid communication skills – competent at providing clear and concise guidance through emails, over the phone, or in person with a casual and confident tone
  • Strong technical aptitude; high level of comfort with conversing on technical topics
  • Experience managing customers both large and small and knowing how and why to manage them differently.
  • Ability to handle handoffs from Sales to On-boarding and from On-boarding to Customer Success.
  • Experience in account management and customer success for SaaS products.
  • Strong listening and coordination skills to appreciate the customer’s concern and work along with the tech team to successfully resolve them.

Company Profile:
Richpanel is the new, modern way businesses provide customer support. We are on a way to make customer service swift and personalized without going back and forth with support agents. We are a fast growing SaaS startup with a remote first team and a huge customer base and we’ve been recently backed by Sequoia – the same company that funded WhatsApp, Google, Facebook. You can find out more about us on – www.richpanel.com/careers/
Company inception : 2018
Company website : www.richpanel.com

Perks of joining our Company :

  • Rockstar Coworkers
  • Friendly and Energetic Environment
  • 21 paid leaves
  • Reward Employees with Experiences
  • Free Food and Coffee
  • Team Outings from time to time
  • Work From Home Option Available
  • Treat all employees as equals

Industry Background : IT Product Startup
Location : Powai, Mumbai. (Remote working option available)
Working Days : Monday – Saturday (2nd and 4th Saturday off)
Timings : US Shift
Joining : Immediate

Job Features

Job CategoryCustomer Success

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