Customer Success Specialist

Job Description

SuperOps is a SaaS start-up empowering IT service providers and IT teams around the world with cutting-edge, future-ready, AI-powered technology. Backed by marquee investors like Addition, March Capital, Matrix Partners India, Elevation Capital, and Tanglin Venture Partners. Founded by Arvind Parthiban (serial entrepreneur) and Jayakumar Karumbasalam (IT veteran), SuperOps is reshaping the IT world by replacing legacy solutions with modern, seamless experiences.We believe in building exceptional products and having fun along the way. Join our A-star team of superheroes. At SuperOps, we re building a modern, unified PSA-RMM platform to help MSPs deliver better IT services. As a Customer Success Specialist, you ll be the trusted advisor to our customers, helping them realize maximum value from our platform.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. Working in an early-stage startup is something I ve always wanted to do, and the experience here at SuperOps is everything I hoped for. I love how transparent we are as an org, and I m so glad I get to be a part of the decision-making process from the smallest to the biggest things. Get to learn so much from this wonderful team we re putting together. What Youll Do: Customer Onboarding: Guide customers through the onboarding process, ensuring a smooth and e cient 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. 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. Oops, weve hit a glitch. Try entering the details again.