Custome Success - Manager

Job Description

JD - Customer Success Lead ZenTrades Company Overview: ZenTrades. AI is a fast-growing AI agent platform built on top of our own system of record, revolutionizing compliance-heavy industries such as fire safety and electrical. With over 150 customers and growing ~15% month-over-month , we are at an inflection point, poised to redefine the blue-collar sector by modernizing and scaling traditionally underserved industries. Our mission is to bring AI-driven solutions to industries that have long lagged in technological adoption. Through our AI Agent, we empower compliance-regulated businesses to scale efficiently, improving customer outcomes while driving significant operational transformation. This hands-on leadership role is pivotal to driving our success and establishing compliance not only in North America but also in the South American market. What is in store for you Join the Pioneers: Become an integral part of a company thats redefining how field service companies operate, providing you the opportunity to be part of something extraordinary. SaaS Industry Impact: Play a pivotal role in a company that s influencing the multi-billion-dollar SaaS industry, contributing to its growth and evolution. Unlimited Growth Potential: You ll experience immense professional and personal growth while pushing your boundaries. Customer-Focused Culture: Work within a team that values customer success and satisfaction at every step, making a direct impact on business outcomes. Startup Energy: Experience a vibrant startup culture that encourages innovation, collaboration, and a fast-paced environment with endless learning opportunities. Role Responsibilities: Drive Product Adoption: Ensure customers fully understand and engage with our product, maximizing the value they derive from it to drive retention and growth. Proactive Customer Management: Monitor customer health, identify risks early, and take action to prevent churn while promoting renewals and upsells. Onboarding Excellence: Lead a seamless onboarding process, ensuring new customers are set up for success, adapting to each customer s unique requirements. Account Growth: Nurture key accounts by understanding their evolving needs, providing customized solutions, and identifying opportunities for growth. Cross-Functional Collaboration: Work closely with product, sales, and marketing teams to communicate customer insights and drive product improvements. Data-Driven Decisions: Use data to optimize customer success strategies, measure success metrics, and adjust tactics as needed to meet KPIs. Customer Advocacy: Act as the voice of the customer within ZenTrades, ensuring their needs and feedback are well-represented in our strategies. Leadership and Team Building: Lead, mentor, and develop a team of customer success managers, driving their performance and professional growth. Flexibility and Adaptability: Be comfortable in a fast-paced environment, where priorities may shift, and handle multiple customer demands with ease. Job Requirements (Skills and Experience): Educational Background: Preferred BTech (or equivalent) + MBA (or equivalent) with 5-8 years of relevant work experience in B2B SaaS environments . Customer-Centric: Strong focus on customer success, with a proven track record in cross-selling, upselling, and driving customer satisfaction. Have an Entrepreneurial mindset. You have tried your hands on building a company from ground zero An understanding of the North American market for future SaaS product-market fit is crucial Problem-Solver: Exceptional problem-solving skills, with the ability to address complex customer issues and develop practical solutions. Leadership Experience: Demonstrated experience in leading a customer success or account management team, with strong mentorship and team-building skills. Technical Knowledge: Familiarity with SaaS products, APIs, integrations, and onboarding automation tools to support customer setups and troubleshooting. Data-Driven: Strong proficiency in using BI tools and platforms such as Salesforce, HubSpot, and other CRM tools for tracking customer health and performance. Exceptional Communication: Outstanding presentation skills and the ability to clearly articulate ideas, issues, and solutions to customers and internal stakeholders. Agility and Flexibility: Highly adaptable to change, with the ability to thrive in a fast-moving startup environment. Empathy Ownership: Demonstrates empathy, high ownership, accountability, and a proactive attitude toward challenges and growth opportunities. Hands-On Approach: Someone who doesn t hesitate to get involved directly when needed, with a bias toward action and problem-solving. Why ZenTrades At ZenTrades, we are looking for a highly motivated, energetic, and ambitious individual to join our dynamic startup team. We empower our team members to think creatively, challenge the status quo, and take ownership of their work. You ll enjoy the freedom to pursue out-of-the-box ideas, while working in a fast-paced, collaborative environment. Timings: You will be required to operate in the US time zone: 5:30 pm IST to 3:30 am IST from our Pune location.