Customer Success- SMB/Mid-Market

As a member of the Customer Success team at LeadSquared, your role is crucial in driving our growth and ensuring customer satisfaction. You will be responsible for nurturing customer relationships, guiding them through onboarding, adoption, and helping them achieve their business goals using our platform. **Key Responsibilities:** - **Seamless Onboarding & Adoption** - Facilitate smooth transitions from implementation to ongoing use by collaborating with the implementation team and customers. - Monitor account readiness and milestones to ensure customers maximize the benefits of our solutions. - **Drive User Engagement & Adoption** - Track product usage and user engagement to identify areas where customers may require additional support or training. - Organize targeted training sessions and work closely with senior stakeholders to drive deeper product adoption. - **Manage Customer Health & Risks** - Establish and maintain customer health metrics to proactively identify potential risks. - Take ownership of mitigation strategies to address issues before they escalate. - Monitor account activity and service usage for early warning signs. - **Gather Feedback & Advocate for Customers** - Regularly engage with users and decision-makers to collect feedback and enhance their experience. - Collaborate with Product and Operations teams to implement feedback-driven improvements. - Assist in creating success stories that showcase customer achievements. - **Prepare for Business Reviews** - Compile data, insights, and recommendations to support monthly/quarterly business reviews. - **Issue Resolution & SLA Oversight** - Serve as a liaison between customers and internal teams to ensure timely resolution of concerns. - Monitor service levels and ensure adherence to agreed timelines. **Qualifications Required:** - Bachelor's degree or equivalent professional experience in software or related industries. - 1-2 years of experience in customer success, project management, or account management, preferably in SaaS or enterprise software. - Comfortable working with technical teams and understanding software implementations. - Strong communication skills, capable of engaging with individuals at all levels within customer organizations. - Organized multitasker who excels in a fast-paced, collaborative environment.,