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Customer Success Manager
4 weeks ago
Job Description:
Customer Success Manager - APAC
Role Details
Position: Customer Success Manager
Location: Bangalore, India
Shift Timings: 10am-7pm IST
About SCRUT Automation
SCRUT Automation is an information security and compliance monitoring platform designed to help small and medium cloud-native enterprises develop and maintain a robust security posture while complying with various infosec standards such as SOC 2, ISO 27001, GDPR, and more. Our platform reduces manual effort for security and compliance tasks by 70%, providing real-time visibility into security posture.
Founded by IIT/ISB/McKinsey alumni, our founding team has over 15 years of combined Infosec experience. SCRUT is built out of India for the world, serving customers across India, APAC, North America, Europe, and the Middle East. We are backed by Lightspeed Ventures, MassMutual Ventures, and Endiya Partners, along with prominent angels from the global SaaS community.
Overview of the Job Profile
The Customer Success Manager will play a key role in driving customer success by nurturing customers in our rapidly growing business. The mission of SCRUT Automation's Customer Success team is to transform our customers' compliance journey.
Responsibilities
• Own customer life cycle and account management – from sales handover, oversee and ensure smooth onboarding, consistent engagement with MBRs and QBRs, building a relationship of trust and transparency
• Onboard customers with integration support and drive adoption of the product
• Represent the voice of the customer and influence the product development roadmap
• Empathize with every aspect of the customer experience, putting customers' needs first
• Rely heavily on data and analytics to identify customers at risk and engage proactively to mitigate churn risk
• Track programs to move towards perfect 10 (10 on a scale of 10 in customer satisfaction) and establish new capabilities
• Become a product expert on SCRUT Automation and how our platform can be used to improve security posture through standard offerings (SOC2, ISO27001, PCI DSS, HIPAA, CCPA, and GDPR)
Requirements
• Bachelor's degree in Business, Operations Management, or a related field
• 2-4 years of experience in Customer Success or Account Management at a SaaS company
• Experience in the cybersecurity or compliance industry
• Clear and thoughtful communication skills, strong critical thinking ability
• Problem-solving ability and customer-centric outlook
• Comfortable talking through technical concepts with a technical audience
• Keen ability to multitask
• Outstanding work ethic and know when/how to ask for help when needed
Why should this job excite you?
• Opportunity to make an early impact on one of the most promising high-growth SaaS startups in India
• High-performing action-oriented team
• Immense exposure to founders and leadership
• Opportunity to shape the future of B2B SaaS Customer Success with innovative ideas
• Competitive compensation package, benefits, and employee-friendly work culture
Note: Due to a high volume of applications, only shortlisted candidates will be contacted by the HR team.
