BigSpring – Customer Success Manager, India

HR
India
October 25, 2022
$50,000 - $150,000 / year
Full Time Remote
Application deadline closed.

Job Description

BigSpring is an AI-powered work readiness platform that gets people job-ready, not test-ready. The platform creates work-ready talent at a pace with rapidly evolving market needs. BigSpring’s reach extends globally to over a million learners with customers such as Google, Facebook, Uber, Samsung, AXA Insurance, Sotheby’s, Tata Group and others. BigSpring has been selected by the World Economic Forum as a Technology Pioneer 2020 (past recipients included Google, Twitter, Airbnb, and Palantir).

ABOUT THE ROLE

Our Customer Success team advises and guides a wide variety of customers by discovering their business needs and challenges and ensuring they use BigSpring successfully. Part coach, project manager, consultant and product expert, the BigSpring CSM is continually focused on helping our customers improve their team productivity and derive value from the BigSpring platform.

In this role you’ll:

  • Engage with customers to discover and understand their needs to guide them proactively to develop a tailored BigSpring experience for themselves and their end users
  • Be the voice of the customer to the BigSpring team by adopting a customer centric mindset, ultimately translating business needs into improvements and new solutions for customers.
  • Approach customer engagements with a metrics and outcomes based mindset.
  • Identify common customer challenges to surface insights to the product team, collect feedback and influence the product roadmap and GTM strategy based on the gathered insights.
  • Partner with the BigSpring Sales team to help drive growth, retention and expansion at the customer level.
  • Continually adapt and refine existing customer success assets and frameworks (e.g. customer onboarding).
  • Serve as the primary point of escalation when customer issues arise, troubleshooting, and ensuring quick resolution.
  • Help drive customer references and case studies.

What you’ll bring to the team:

  • Work experience between 6 to 9 years of customer success strategy/Category or Operations experience
  • Very strong analytical skills and eye for business
  • Relevant work experience in a customer-facing customer success, account management or strategic consulting organization. SaaS experiences a benefit.
  • Proven track record of high customer retention, renewal, and growth
  • Experience driving product adoption within large educational or enterprise populations 
  • Natural problem solver and strategic thinker, comfortable manipulating large data-sets
  • Self-motivated, proactive team player with innovative ideas to inspire customer engagement and adoption.
  • Strong interpersonal skills and experience building strong relationships.
  • Diplomacy, tact, and poise under pressure when working through customer issues.

Why you’ll love working here: 

  • You’ll be part of an innovation-driven, high-growth company on a mission to improve people’s lives 
  • Competitive compensation with equity
  • Exceptional medical, vision and dental coverage
  • Flexible vacation and PTO
  • Supportive, highly collaborative team environment

BigSpring is an Equal Opportunity Employer. BigSpring does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need. You must have authorization to work in the location the position is posted.

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