Customer Success Manager

Responsibilities

• Owning customer/ account onboarding and setup.
• Working with them to understand their goals and explain how the product helps them in achieving these goals.
• Acting as a product consultant, guiding them with settings and implementations that will be needed for them to achieve their goals.
• Being the key channel of customer feedback. Liaison with various teams to see that customers are able to get the desired output.
• Own expansion revenue from your accounts.
• Own relationships with customers and buyers in the account.
• Advise them on the right product packages and upgrades they might need in their growth journeys.
• Spearhead product adoption within the customer enterprise.
  

Requirements

• Past experience of working in early SaaS startups (2-3 years).
• Past VC/ Management Consulting Experience (3-4 years).
• Past experience of being in a client-facing role.
• Past experience of managing US-based accounts.
• Tier 1/2 institutes.
  

What qualities do we look for in our team members?

• Work hard, hands-on and want to grow really fast.
• Care about your work a great deal, find it highly unsettling if the quality of work is even slightly sub-par.
• Execute fast.
• Are hands-on (we will not have elaborate reporting structures for the foreseeable future and hopefully ever).
• Are some people like to work with, low on ego, high on humility?
• Have the ability to fail, learn and keep trying till you win.
• Start-ups are tough, and we will not get everything right the first time.
• Have a longish view of your career growth and not optimising for the next 1-2 years.