Role Description Full Time/Part Time: Full Time Location: Bangalore Job Summary Responsible for guiding the success of a product and collaborating with the cross-functional team i.e. responsible for improving it, setting the strategy, roadmap, and feature definition for a product. Principal Accountabilities Develops products by identifying potential products and managing the lifecycle of existing products. Translate business/user needs and brand strategies to technical projects. Conducting market research, generating product requirements, determining specifications, and production timetables. Best fit profile 2-3 years of product management experience preferred, or equivalent responsibilities Proficiency in turning customer and market needs into a compelling, successful product strategy Strong user experience/design sense, with a record of building great products. Ability to handle multiple competing priorities in a fast-paced environment. Strong troubleshooting and analytical thinking skills. Ability to lead and work autonomously. Strong organizational, written and oral communication skills Should be ready to work with an IT start-Up. Engineering graduate with an MBA for Tier 1 Campus preferred. Experience working with AgriTech domain and AI / ML products is a plus Show more Show less

Location: Bangalore (Hybrid) Job Description: We are a fast-growing Agri-Tech product company delivering configurable and scalable digital solutions to our customers. As a product-led company, Customer Success is central to how we create and sustain value. The Customer Success Operations (CS Ops) team plays a crucial role in enabling this by driving operational efficiency, managing customer tickets, maintaining systems and tools, and supporting Customer Success Managers (CSMs) in delivering a seamless customer experience. Key Responsibilities: Manage and triage customer tickets (bugs, tasks, and queries) through ticketing platforms, ensuring adherence to SLAs and timely first responses. Monitor and improve customer satisfaction by leveraging tools such as transactional NPS and CSAT. Write scripts to automate frequent activities to support client use cases Ensure consistent use and adoption of ticketing systems across customer accounts to enable structured and scalable support processes. Collaborate closely with Product and Engineering teams using tools like Jira to escalate, track, and resolve recurring product issues. Build and maintain dashboards and reports (using tools like Zoho Desk, JIRA, or Excel) to monitor Customer Success performance and internal OKRs. Contribute to a centralized knowledge base by developing support documentation, FAQs, and DIY resources to promote customer self-service and reduce ticket volume. Identify recurring issues and work with cross-functional teams to implement long-term solutions or automation to reduce manual intervention. Qualifications: Required (2–4 Years): · 2+ years of experience in Customer Success Operations, Support Operations, Revenue Operations, or related roles. · Strong data analysis and reporting skills (Excel, SQL, or business intelligence tools like Sisense etc.). · Hands-on experience with ticketing platforms (Zoho Desk preferred) and customer support tools. · Strong organizational skills with a problem-solving mindset and process improvement orientation. · Excellent verbal and written communication skills, with the ability to work cross-functionally. Preferred: · Experience in the Agri-Tech or SaaS industry. · Exposure to automation tools or workflow automation within support operations. Show more Show less

About the Role We are seeking an experienced Customer Success Team Lead to drive customer satisfaction, retention, and growth through effective team leadership and strategic customer engagement. This role will be responsible for managing a team of Customer Success Managers while ensuring operational excellence and maintaining strong relationships with key stakeholders. Key Responsibilities Strategic Leadership & Team Management Lead and mentor a team of Customer Success Managers to exceed performance goals and KPIs Conduct regular performance reviews and support team members' professional development Define and track team objectives, providing regular feedback and guidance Drive operational excellence through best practices implementation and continuous process improvement Oversee the hiring, training, and retention of CSM team members Customer Health & Success Maintain portfolio health with a focus on achieving an NPS score of 40 or higher Develop and align long-term account plans through stakeholder discussions Implement and monitor Customer Health Score tracking systems Act as an escalation point for customer issues Lead strategic business reviews with key stakeholders Create and maintain risk management plans for all accounts Revenue Growth & Retention Drive 100% contract renewal rate within 30 days of expiry Identify and pursue opportunities to increase share of wallet Partner with sales teams to support upsell and cross-sell initiatives Ensure proper documentation of ROI for customer contract renewals Monitor and optimize portfolio targets and churn metrics Operational Excellence Develop and maintain customer success playbooks and best practices Establish quality standards and implement quarterly improvement initiatives Create and maintain knowledge repository for team reference Drive customer advocacy through case studies and testimonials Ensure adherence to operational SOPs and best practices Lead cross-functional initiatives for strategic customer success Required Qualifications 8+ years of experience leading customer-facing teams in a SaaS environment Proven experience of leading team of 3-5 Proven track record of managing and scaling customer success operations Strong understanding of customer success metrics, KPIs, and best practices Experience with customer success platforms, CRM systems, and related tools Excellent stakeholder management and communication skills Demonstrated ability to drive team performance and professional development Experience in implementing and optimizing customer success processes Strong analytical and problem-solving capabilities Preferred Qualifications Experience working with enterprise / strategic accounts Track record of driving customer expansion and revenue growth Knowledge of industry-specific challenges and solutions Experience in cross-functional leadership roles Background in implementing customer success technology solutions Impact Measures Team performance metrics (NPS, renewal rates, expansion revenue) Customer health scores and portfolio metrics Revenue growth and share of wallet increases Team member satisfaction and retention rates Process improvement and operational efficiency metrics Customer advocacy and reference ability metrics