Customer Success Specialist

About the company

Sumtracker is a fast-growing SaaS startup revolutionising inventory management for e-commerce businesses worldwide. It was founded by IIT Delhi alumni - Ankit and Kush in 2022. We're proud to support a global client base across the US, UK, Australia, and beyond.

At Sumtracker, we're passionate about simplifying the complexities of inventory for e-commerce entrepreneurs and are driven to become the industry leader in this exciting space. Join us as we make a real difference in the lives of online sellers!

About the Role

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.

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Responsibilities

This is a high-ownership individual contributor role.

• Customer support: Provide ongoing support, answer customer questions via chat, emails and video calls. Create customer demo play books.
• Onboard new customers: Onboard new customers onto the platform and convert them to paying users.
• 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.
• Drive Engagement: Craft and send onboarding email sequences and collect customer reviews.
• 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. </aside>

Qualifications

• Proven Experience: 2+ 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.

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Why should you join us?

• Competitive compensation: We offer attractive salaries and annual performance-based increments
• Growth opportunities: ****Take on a pivotal role and gain full ownership of your work, accelerating your career development.
• Cutting edge work: Work on challenging problems using AI and latest methods.
• Global impact: Work with a diverse, global client base, gaining valuable experience in understanding client behavior and needs across the world. </aside>

Work Policy

We are an in office company with 5 days work week. We offer 12 work from home days each year along with 24 paid leaves and 12 public holidays.

Team and Culture

At Sumtracker, we foster a culture that values autonomy, ownership, and transparency. Here's what you can expect.

• Process-driven and autonomous: We have well-defined processes that empower you to work independently and take ownership of your tasks.
• Transparency: We believe in open communication and keep everyone informed about company progress and individual contributions.
• Direct feedback: Share your thoughts and ideas directly with the founders, fostering a collaborative environment.
• Team bonding: Work in a beautiful office at WeWork Platina Tower where every day is exciting
• Skill development: Enhance your skills with company-sponsored courses.

Job Type: Full-time

Pay: ₹1,000,000.00 - ₹1,500,000.00 per year

Benefits:

• Leave encashment
• Paid time off

Work Location: In person