Customer Success Associate

Job Title: Customer Success Associate

Department:

About the Role:

Customer Success Manager/Associate

Owners, VPs, and Directors

measurable outcomes.

Focus Areas:

SMBs, mid-market, and Enterprise customers

• EPC/Construction:

  Futuro Infra, Divine Homes, Gurukanth Constructions +150 others.

• Developers:

  Adarsh Developers, Vaishnavi Developers +70 others.

• Fitout/Interiors:

  Ambience Interiors, Innovative Interiors +25 others.

Marketplace & Credit Solutions:

Key Responsibilities:

• Client Onboarding & Implementation:

  Lead new client onboarding, ensuring seamless setup, configuration, gathering of documents and adoption of the product.

• Adoption & Engagement:

  Monitor product usage and proactively engage clients to drive adoption and maximise value.

• Retention & Renewals:

  Develop strong relationships with key stakeholders to ensure renewals and identify expansion opportunities.

• Upsell & Cross-sell:

  Identify opportunities to expand existing accounts by introducing new features, modules, or solutions aligned with client needs.

• QBR Delivery:

  Conduct

  Quarterly Business Reviews

  to present insights, performance outcomes, and future roadmaps.

• Requirement Gathering:

  Understand client requirements and collaborate with internal teams (Product, Tech, and Training) for solution alignment.

• Stakeholder Management:

  Collaborate with

  Owners, VPs, Directors, and operational teams

  to ensure alignment between business needs and product capabilities.

• Client Visits:

  Sometimes visit client locations across India for relationship-building, feedback collection, and strategic discussions.

• Escalation Management:

  Act as the primary point of contact for resolving client concerns effectively and promptly.

Required Skills & Qualifications:

• Bachelors degree in Business Administration, Management, or a related field. MBA is a plus, not mandatory.

• Minimum 1 yr experience from

  SAAS

  industry.

• 2-4 years of proven experience in

  Customer Success, Account Management, or Client Relationship Management

  roles.
• Hands-on experience in

  onboarding, implementation, adoption, QBR delivery, and retention management.

• Excellent communication and presentation skills.
  
• Experience working with

  CXOs, Owners, VPs, and Directors

  across client organisations.
• Strong analytical and problem-solving abilities.
  
• Comfortable with client-facing discussions and travelling across India.
  
• Its a 6-day role, in which 5 days work from the office is mandatory.
  

Language Requirements:

• Must be fluent in

  English and Hindi

  .
• Proficiency in at least any 2 of the following languages is required:

  Kannada, Malayalam, Tamil

  .

What We Offer:

• Opportunity to work with a dynamic, fast-growing team.
  
• Exposure to diverse clients across industries and geographies.
  
• Competitive compensation and performance-based variable.
  
• Supportive work culture that encourages innovation and growth.