Customer Support Specialist

Company Description

HT Media Group is one of India's largest media and entertainment conglomerates with offerings spanning Print, Audio, and Digital verticals. The Group's brands such as Hindustan Times, Hindustan, and Mint enjoy a wide-reaching reputation and reliability in the Print space. In the Audio space, popular brands include Fever FM, Radio Nasha, and Radio One. The Digital wing is reinforced by offerings such as VCCircle, TechCircle, Shine.com, and other Internet businesses including OTT Play, Slurrp, and Healthshots. For more details, visit www.htmedia.in.

Vertical-Shine.com

About the Role

As a Customer Success Specialist, your focus will be on nurturing existing customer relationships to

drive retention, as well as uncovering opportunities for cross-selling and upselling that works to engage

and enable Shine.com database customers to maximize the full value of the platform. You’ll be

the first line of engagement for existing clients—helping them derive continuous value, extending their

subscriptions, and growing revenue efficiently.

Responsibilities

● Customer Retention

○ Engage with existing clients before renewal deadlines to ensure timely retention.

○ Handle objections and identify root causes of potential churn, presenting effective

solutions.

● Cross-sell & Upsell

○ Proactively identify opportunities within existing accounts to offer complementary

modules, add-ons, or upgrades.

○ Tailor pitches based on customer needs and usage behavior to demonstrate added

value.

● Relationship Building & Account Management

○ Build trust-based relationships with clients via phone, email, and virtual meetings.

○ Maintain regular contact to understand evolving needs and present timely solutions.

● Collaboration & Feedback-

○ Work closely with Marketing, Product, and Customer Success teams to align strategies

and ensure seamless customer experiences

○ Relay customer feedback and insights to inform product enhancements and campaign

messaging.

Required Qualifications

● Bachelor’s degree in Business, Marketing, HR or a related field.

● 1–2 years of experience in account management or customer success—preferably in SaaS or HR

Tech.

● Proven ability to meet or exceed KPIs focused on retention, upsell, and cross-sell performance.

● Excellent communication, listening, and negotiation skills.

● Familiarity with CRM platforms , plus strong organizational aptitude.