Customer Success Associate

About The Client

Role Summary

Key Responsibilities

• Customer Retention & Loyalty
• Design and implement loyalty programs, referral schemes, and early-access benefits for active users.
• Work with Sales and Customer Success teams to identify disengaged clients and drive reactivation efforts.
• Monitor usage trends, engagement, and satisfaction metrics to proactively improve client experience.
• Integrate field feedback into strategic communication and client education initiatives.
• Client Coordination & After-Sales Engagement
• Serve as the primary coordinator between clients and internal teams (Sales, Operations, Support).
• Manage onboarding follow-ups, service scheduling, and resolution of post-sale issues.
• Conduct periodic review meetings to ensure client expectations are being met.
• Track and improve post-implementation engagement to support renewals and retention.
• Relationship Management
• Build and maintain trust-based relationships with client stakeholders.
• Understand client goals and ensure the platform’s features and services are aligned accordingly.
• Identify upsell/cross-sell opportunities based on client needs and feedback.
• Maintain updated records in CRM systems and execute structured follow-ups.
  

Skills & Qualifications

• 2–4 years of experience in customer success, account management, or client servicing roles.
• Strong written and verbal communication skills in English; Hindi/Marathi preferred.
• Ability to work cross-functionally and manage multiple client relationships simultaneously.
• Familiarity with CRM tools and customer lifecycle processes.
• Experience in SaaS, warehousing, safety-tech, or B2B enterprise software (preferred).
  

Preferred Traits

• Empathetic listener and confident communicator.
• High ownership mindset and proactive in solving client issues.
• Strong organizational skills and disciplined follow-through.
• Comfortable with fast-paced, startup-like environments.
  

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