Customer Success Specialist

ABOUT SUPEROPS

SuperOps is a SaaS startup empowering IT service providers and IT teams around the world with technology that is cutting-edge, future-ready, and powered by AI. We are backed by marquee investors like Addition, March Capital, Matrix Partners India, Elevation Capital, and Tanglin Venture Partners. Founded by Arvind Parthiban, a serial entrepreneur, and Jayakumar Karumbasalam, a veteran in the IT space, SuperOps is built on the back of a team of engineers, product architects, designers, and AI experts, who want to reshape the world of IT. Now we have taken on a market that is plagued by legacy solutions and subpar experiences. The potential to do something great is immense. So if you love to grow, be part of a kickass team that inspires you to do more, and make an everlasting mark in the world of IT, SuperOps is the place to be.

We also believe that the journey is as important as the destination. We want to build the best products out there and have fun while doing so. So come, be part of our A-star team of superheroes.

JOB RESPONSIBILITIES

Customer Success Specialist

You will own the post-sales relationship, guiding onboarding, driving product adoption, and ensuring ongoing satisfaction and retention. Your role will be critical in building long-term customer relationships and turning users into advocates.

Key Responsibilities

• Customer Onboarding: Guide customers through the onboarding process, ensuring a smooth and efficient implementation of our products or services. Provide training sessions to familiarise customers with key features and functionalities.
• Account Management: Develop and maintain strong, long-lasting customer relationships. Serve as the main point of contact for assigned accounts, addressing customer inquiries and concerns promptly.
• Product Adoption: Proactively engage with customers to drive product adoption and usage. Identify opportunities to enhance customer value through upselling or cross-selling additional products or features.
• Customer Advocacy: Identify satisfied customers willing to serve as references or participate in case studies. Encourage and gather customer testimonials and success stories.
• Feedback and Issue Resolution: Act as a customer advocate within the company, providing valuable feedback to product and development teams. Collaborate with internal teams to resolve customer issues promptly.
• Renewals and Upsells: Monitor customer usage and proactively engage with customers approaching renewal dates. Identify opportunities for upselling or expanding the scope of services to meet customer needs.
• Customer Health Monitoring: Develop and implement customer health monitoring processes to identify at-risk accounts and take proactive measures to retain them.

What We're Looking For

• Proven experience of 1 - 4 years in customer success or account management, preferably in a B2B SaaS.
• Minimum 1 year of Customer Success Experience is Must.
• Strong communication and interpersonal skills.
• Ability to understand and articulate technical concepts.
• Demonstrated ability to manage multiple customer accounts and prioritise effectively.
• Proactive mindset with a focus on problem-solving.
• Familiarity with CRM software and customer success tools.
• Ready to work in Night Shifts.