SaaS Labs – Customer Success Manager, India, Remote

09/21/2022
$50,000 - $150,000 / year
Application ends: 11/30/2022
Apply Now

Job Description

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. As a CSM, 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.

Qualifications:

  • 3-8 years of experience in Customer Success in B2B SaaS
  • Should have experience in engaging with the C-level and senior executives
  • Should be open to aligning with US / EU / AUS time zones
  • Exhibit a true passion for customers and for Customer Success

Key Responsibilities:

  • Build value-based relationships with the customer stakeholders, build them into champions and advocates
  • Take ownership of the entire customer journey, and ensure product adoption, renewal, and identification of expansion opportunities
  • Facilitate user onboarding and ensure optimum usage of the product by the users
  • Identify product usage gaps, and consult with the customer on the actionable solutions
  • Conduct regular Executive business reviews to keep a track of evolving customer objectives and showcase value
  • Identify opportunities for upselling and cross-selling in the allocated portfolio of accounts, and work to get them to a closure
  • Develop success plans for the customers based on their desired outcomes and carry them out successfully
  • Brainstorm with the product team on the customer feedback and help them refine the product roadmap, and also close the loop with the customers
  • Drive customer advocacy through reviews, testimonials, references, customer meetups, webinars, case studies, etc.
  • Optimize existing processes within the organization and actively enhance all customer success initiatives

 Skills:

  • Exceptional ability to communicate and foster positive business relationships with customers as well as internal stakeholders
  • Exemplary written and verbal communication skills to work along with global customers
  • Has worked with global customers, and across different segments in the past
  • Ability to translate customer needs into technical requirements for internal stakeholders
  • Experience working with at least one Customer Success tool like Gainsight, Totango, ChurnZero, or similar (preferred)

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

Benefits/Perks:

  • An opportunity to work with an organization that truly differentiates between Customer Success and Customer Support
  • Implement and drive Customer Success initiatives within the organization
  • Freedom to experiment, make mistakes, learn and improve every day
  • Opportunity to work and collaborate with a truly global team spread across 6 countries
  • Routine hackathons and learning boot camps to promote knowledge sharing
  • Work from anywhere in the world
  • Choose your own work hours

About SaaS Labs

SaaS Labs is a global SaaS company powering Sales and Support teams of over 6000 growing businesses with its software ecosystem focused on automation, productivity, and collaboration. One of the fastest-growing companies in India, SaaS Labs is backed by leading investors such as Sequoia, Base10 Partners, and Eight Roads. Currently, their portfolio of products includes JustCall (Contact Center Software), Helpwise (Shared Inbox), Dialworks (Sales Readiness Platform), EasyCalendar (Scheduling Software), CallPage (Callback Automation), Atolia (Collaborative Workspace), and CallRoot (Call Tracking and Analytics).

A 100% remote company, SaaS Labs is a diverse international team of passionate problem solvers. With innovation, experimentation, and customer obsession at the heart of its ethos, the company has been honored with 30+ innovation awards including the coveted Deloitte Technology Fast 50 and FT High Growth Companies (Asia Pacific).