BPO

Responsibilities

• Proactively engage with customers through scheduled calls, emails, and check-ins to ensure product adoption and satisfaction.
• Develop a deep understanding of the client's business objectives and align our solution to help them achieve measurable outcomes.
• Monitor customer usage, identify risks or churn signals, and take preventive action with timely outreach.
• Drive onboarding, training, and enablement programs to ensure customers are confident using the product.
• Act as a customer advocate internally, providing product feedback to the product and engineering teams.
• Create tailored success plans and track progress against defined KPIs.
• Identify upsell and cross-sell opportunities by uncovering additional use cases and working with the sales team.
• Maintain detailed records of customer interactions, renewals, and expansion opportunities in CRM.
• Consistently achieve renewal, retention, and NRR (Net Revenue Retention) goals.
  

Requirements

• 2-5 years of experience in Customer Success, BPO, Account Management, or Client Engagement, preferably in SaaS or B2B tech.
• Strong communication and relationship-building skills with a proactive, consultative mindset.
• Proven ability to manage a portfolio of accounts with outbound engagement strategies.
• Experience working with CRM tools (Salesforce, HubSpot, Zoho) and Customer Success platforms (Gainsight, Totango, Planhat).
• Ability to analyze customer usage data and create actionable insights.
• Strong organizational skills and ability to manage multiple clients simultaneously.
• Entrepreneurial, customer-obsessed, and comfortable in a fast-paced startup environment.
• Experience in HR-Tech / SaaS / AI-driven products.
• Exposure to international customer accounts (US, EU, APAC).
• Track record of hitting or exceeding retention/expansion targets.