AI Agent - Customer Success Manager

Job Description

Where you'll be doing Customer Facing: Provide the best user experience for our customers and be their primary point of contact: Taking hand-off of the customer account from Sales. Conducting kick-off meetings with customers along with Sales. Document customer requirements and understand the nuances of their work processes, the pain points, and resulting needs. Understand the software and tools ecosystem of customers and come up with the best ways to give them the most business value for the product plan purchased. Should be tech savvy, familiarity with AI tools for prompt writing and entity extraction. Own the customer journey from kickoff to steady state, helping prompt writers design, launch and iterate on their AI agents. Conduct Technical onboarding and set up new customers accustomed to product - operations, reporting, change management requests, Run regular check-in meetings through weekly, monthly, and quarterly business reviews to proactively address customer needs and concerns, and provide quick and effective solutions. Look into customer engagement and ensure improvement on key success metrics and factors such as increasing product adoption, increasing Net Promoter Score (NPS), reducing churn, and thereby increasing renewals. Implementing a customized outreach strategy (scripting), integrating the solution for the best reporting, representation, taking mock runs of campaigns, and preparing the mock runs for the customer. Training customers, driving adoption of the product, measuring and monitoring the product features that customers find meaningful. Support and coordinate with the operations team and other stakeholders to ensure seamless delivery to customers. Raise open issues with cross-functional teams and drive resolution in a timely manner. “Growth” getter & upseller: Find opportunities to upsell/cross-sell/upgrade in the existing customer base to expand the MRR or recurring revenue. Solicit references from existing customers. Maintain the highest level of customer satisfaction: Maintain Company company-defined CSAT (Customer Satisfaction) score and NPS (net promoter score). Interpret customer insights with the Sales team to drive changes in the product and act as the voice of the customer for the Product team. Update the team on the status of the accounts you manage at every stage. Coordinate with finance teams for billing initiatives. Requirements At least 4+ years of experience in a customer-facing role. Executive-level communication and interpersonal skills, with the ability to effectively navigate and mediate conversations. Bonus points for past SaaS customer success experiences. Bonus points for analytical background and tech savvy work experience Bonus points for understanding industry lingos: LQ, sales, outreach strategies, and managing virtual teams. Strong written and verbal communication with the ability to run check-in meetings and calls with customers, basic negotiation and objection handling skills, etc. High-quality email writing - ability to follow up effectively, summarize meetings/calls, and report updates. Strong focus on details and project management, as you will be handling multiple customer accounts. Good interpersonal skills and empathy are critical as you will be handling customer relationships and internal team members. The ability to deeply understand technical products (like SquadIQ) and their scope and limitations. Strong problem-solving skills and finding creative solutions and workarounds when needed. You have to be results and value driven. Basic data analysis and data-driven decision-making. Logistics Compensation: Competitive! Joining: ASAP! Location: Noida Why should you consider us seriously? We believe that long-term, people over product and profits, prioritize culture over everything else. See Glassdoor reviews. We are a well-balanced team of experienced entrepreneurs and are backed by top investors across India and Silicon Valley (Chiratae Ventures, Blume Ventures, Abstract Ventures, Emergent Ventures; Senior execs at Google, Square, Genpact & Flipkart; Co-founders of Infosys, Snapdeal, Slideshare, Zomato, etc.) Freedom and Responsibility 🦅 Entrepreneurial Team 💪 Exponential Growth 📈 Healthcare (Physical & Mental Wellness) 😌 Please Note: SquadStack is committed to a diverse and inclusive workplace. SquadStack is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status