Job
Description
Where you'll be doing • Provide the best user experience for customers and be their primary point of contact. • Take hand-off of the customer account from Sales and conduct kick-off meetings with customers. • Document customer requirements and understand their workflows, pain points, and business needs. • Understand the customer’s software ecosystem and recommend the best use of SquadIQ. • Seamlessly onboard and set up new customers on SquadIQ—covering operations, reporting, change management, escalations, and invoicing. • Run regular check-ins (weekly, monthly, quarterly) to proactively address needs and provide effective solutions. • Monitor and improve key success metrics like product adoption, NPS, and churn to increase renewals. • Conduct in-person visits to key customers every 3 months to strengthen relationships and expand MRR. • Represent the customer internally and collaborate with cross-functional teams. • Implement outreach strategies, reporting integration, and lead management setups for customers. • Train customers, encourage adoption, and track meaningful feature usage. • Coordinate with the operations team to ensure seamless delivery. Raise and resolve open issues. • Intervene with reviews, training, or handholding when adoption is low. • Conduct scheduled and random customer health checks. • Identify upsell, cross-sell, or upgrade opportunities to grow recurring revenue. • Solicit referrals and maintain high CSAT and NPS scores. • Work with Customer Support to resolve tickets within SLA. • Interpret customer insights with Sales and act as the voice of the customer for Product. • Keep internal teams updated on account status at every stage. • Coordinate with Finance for timely billing. • Aid in building dashboards, run cohorts, and deliver insights that guide smarter sales, ops, and customer success decisions. • Turn land into expand through deep account mining, relationship building, and spotting cross-sell opportunities. • Put team above ego, build other leaders, and strengthen a high-trust, high-performance culture. Act as a multiplier, not a bottleneck. • Use judgment to shift mature campaigns to AI bots, remote callers, or assist tools to boost conversions or cut costs. Requirements • At least 4+ years of experience in a customer-facing role. Executive-level communication and interpersonal skills, with the ability to effectively navigate and mediate conversations • Preferred experience in the Health, Travel and Edtech industry • Bonus points for past SaaS customer success experiences • Bonus points for understanding industry lingos: LQ, sales, outreach strategies, and managing virtual teams • Strong written and verbal communication with the ability to run check-in meetings and calls with customers, basic negotiation and objection handling skills, etc • High-quality email writing - ability to follow up effectively, summarize meetings/calls, and report updates • Strong focus on details and project management, as you will be handling multiple customer accounts • Good interpersonal skills and empathy are critical as you will be handling customer relationships and internal team members • The ability to deeply understand technical products (like SquadIQ) and their scope and limitations • Strong problem-solving skills and finding creative solutions and workarounds when needed. You have to be results and value driven • Basic data analysis and data-driven decision-making Logistics Compensation: Competitive! Joining: ASAP! Location: Noida Why should you consider us serious ly? We believe that long-term, people over product and profits, prioritize culture over everything else. S ee Glassdoor revie ws. We are a well-balanced team of experienced entrepreneurs and are backed by top investors across India and Silicon Valley (Chiratae Ventures, Blume Ventures, Abstract Ventures, Emergent Ventures; Senior execs at Google, Square, Genpact & Flipkart; Co-founders of Infosys, Snapdeal, Slideshare, Zomato, etc.) Freedom and Responsibility🦅 Entrepreneurial Team💪 Exponential Growth📈 Healthcare (Physical & Mental Wellness) 😌 Please Note: SquadStack is committed to a diverse and inclusive workplace. SquadStack is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected st atus. Show more Show less
