Stealth Startup -US Market

About the Company It is India’s largest remote work platform (since 2017), connecting global businesses with top remote professionals in roles such as Virtual Assistants, Operations/Admin Managers, Executive Assistants, Project Managers, Bookkeepers, and Accountants. With a stringent 0.1% acceptance rate, each professional is upskilled and managed via our AI-based remote work tool. Backed by marquee investors (Orios Ventures, Inflection Point Ventures, 500 Startups, and Tracxn Labs), It’s leadership team includes alumni from premier institutes like IIT Madras, IIM Ahmedabad, IIT Kanpur, IIT Bombay, and DCE. About the role, Key notes: Profile – Client Success Head Role – Full-time Grade – Sr. Manager / AVP Location – Bengaluru Work hours – Mon to Fri / US Shift (6:30 PM to 3:30 AM IST) What will you do? Develop Healthy Client Relationship - Create engagement strategies with clients to develop a professional relationship through the provision of products and operational services, training, and customer services. Enhance Client Training - Makes sure that clients are aware of resources available for learning about its service and that they’ve got tools letting them take advantage of everything it offers. Evaluate and Analyse Client Needs - Regularly checking on how’s service is meeting customers’ needs and whether there are areas for possible improvement or upgrades Build Trust and Transparency with Clients - Unlock more value for their customers and create a virtuous circle that ensures mutual success. Onboard New Clients - Educate key customers on how to build an effective virtual team using it and derive the best possible output using the best virtual workspace practices Act as a Client Advocate - Ensure the client’s feedback is heard and acted upon. Be the voice of the clients in the company, and mediate between the clients’ requests and the company’s vision. Encourage Clients to Upgrade and build efficient virtual teams - Persuade customers to upgrade to higher plans or even catalyse them to consider building virtual teams leveraging it’s potential. With an in-depth understanding of the Client’s needs, you can identify opportunities for the company to provide additional services. Promote Client Loyalty - Keep track of clients’ subscription expiration dates and follow up with them to renew their subscriptions. Reduce the churn rate and increase retention by providing the client the highest standard of service. Expectation in Week 1 – Understand our business model, how we work, and whom we serve. Understand the role of various departments and how they collaborate to deliver an exceptional client experience Expectation in Month 1 – Learn all about the current set of processes in place Take on your first set of key accounts and handle their engagement Learn all about onboarding clients and initiate onboarding calls to build your own portfolio Expectation till Month 3 – Nurture the relationships with the assigned accounts and build an upgrade pipeline to drive internal revenue Coach and mentor the Client Success Managers on effective strategies to reduce churn and drive growth with existing accounts Build a referral strategy to unlock growth potential by targeting business circles from existing accounts Formulate a plan to hire and train 3 new CSMs to achieve the desired internal revenue growth target Expectations till Month 6 – Identify gaps in the pipeline and process to drive growth from existing accounts Convert 5 key accounts to match the current mega accounts in the company Demonstrate successful execution and implementation of the new growth strategies Expectation in year 1 – Lead a team of 10 Client Success Managers to drive the internal revenue growth goals and retain them Maintain and grow a stable upgrade and referral pipeline Build up the talent onboarding strategies, test them thoroughly, capture and analyse the results and implement improvements. What are we looking for? 4+ years of customer success/client relationship experience, post-sales, or consulting role Strong work experience in client-facing roles such as account management, business development Very detail-oriented, tech-savvy, and solution-oriented Proven track record and enthusiasm for driving outcomes, with the ability to work under pressure Experience in onboarding, set up, training/product demos, resolution and escalation of issues, and client retention. Able to use data to make decisions, simplify complex problems, and express themselves thoughtfully Strong track record of identifying customer needs and successfully executing on retention and adoption strategies Ability to challenge team members and be challenged, provide and receive feedback to achieve team goals Excellent communication and presentation skills with the ability to flex style depending on the audience (C-Level / Leadership / Team) Ability to adapt and thrive in a fast-paced environment and rapidly changing market Bachelor’s degree required from a top Tier 1 College What’s in it for you? A fully remote (work from anywhere) role Receive a more-than-competitive salary plus benefits Performance-driven and transparent work culture Enjoy a culture with opportunities for growth and learning