Customer Success Lead

Summary

Skills

Experience

Office location

Work Policy

Work Timings:

Role Overview

We are seeking a passionate and driven Customer Success Lead to join our team and play a critical role in ensuring our clients achieve maximum value from our SaaS product. As a Customer Success Lead, you will be the voice of our customers and a key bridge between them and our product team. This is an exciting opportunity to make a real impact on customer satisfaction and contribute to the growth of our company.

late shift

This is a high-ownership individual contributor role. You'll be part of a small team and responsible for building and running the function end to end — but without direct reports to begin with.

Responsibilities

• Customer support:

  Provide ongoing support, answer customer questions via chat, emails and video calls. Create customer demo playbooks.

• Gather feedback:

  Gather customer feedback (NPS score), conduct interviews, collect testimonials, identify pain points, and effectively communicate their needs to the product team to drive product improvements.

• Help documentation creation:

  Develop and maintain high-quality help documentation, create engaging how-to video tutorials, and publish informative release notes.

• Drive Engagement:

  Craft and send onboarding email sequences and collect customer reviews to foster a thriving user community.

• Automation Champion:

  Identify opportunities to automate tasks related to support, onboarding, and email communication to improve efficiency and scalability.

• Proactive Customer Success:

  Proactively engage with clients, build strong relationships, and ensure they have an exceptional experience with our product.

• Data-Driven Approach:

  Track and report on key customer success metrics (e.g., customer churn, product adoption, customer satisfaction) and do customer segmentation.

• Product improvements:

  Gather and organise bugs, improvement proposals and feature requests and coordinate with the product team to get those implemented.

Requirements

• Proven Experience:

  1+ years of experience at a SaaS company.

• Excellent Communication:

  Exceptional oral and written communication skills with the ability to clearly explain technical concepts.

• Customer-Centric Approach:

  A genuine passion for helping customers succeed and a strong commitment to providing outstanding service.

• Ownership-Driven:

  Ability to work independently, take initiative, and manage multiple tasks effectively.

• Tech Savvy:

  Comfortable using various software tools and platforms.

• Automation Mindset:

  Interest in identifying and implementing automation solutions to streamline processes.

• Willingness to work late shift

  (overlapping with US hours)

What you'll get

• A front-row seat in a growing SaaS company
• The opportunity to be a founding member of the CS team
• Opportunity to directly impact revenue by owning the lead-to-paid process
• Work closely with founders and the product team
• Flexible work environment and an outcome-driven culture