Customer Success Lead

3 weeks ago

Bengaluru, Karnataka, India BrowserStack Full time

Location

This is a remote opportunity, but the role holder's base location has to be Hyderabad or Bangalore.

Role in a nutshell:

Driving customer advocacy, you will assist clients in realising value from BrowserStack's product portfolio and help them use our products to meet their goals. With a solid understanding of technology, you will manage multiple stakeholders, drive customer engagement at key points in the customer journey, and onboard and adopt our products.

Desired experience:

  • 7-10 years of experience in Customer Success/Customer facing role
  • Extensive experience in Customer Lifecycle Management, from onboarding to retention.
  • Skilled in conducting training sessions and leveraging playbooks for smooth adoption.
  • Proficient in driving product usage through check-ins, adoption insights, and engagement tracking.
  • Strong track record in cross-sells, up-sells, and renewals alongside AEs.
  • Experienced in churn prevention, proactive renewals, and resolving customer concerns.
  • Background in complex technology products with a deep understanding of business environments.
  • Excellent communication skills across email, phone, and in-person interactions.
  • Adept at identifying business needs, process gaps, and translating them into opportunities.
  • Ability to demonstrate ROI to both technical and executive audiences.
  • Flexible to work in shifts; QA/testing experience is a plus.

Key Responsibilities:

  • Manage multiple priorities for enterprise and strategic customers.
  • Onboard and train customers for effective platform usage.
  • Deliver personalized product demos and webinars.
  • Identify risks and implement mitigation strategies for retention and growth.
  • Collaborate with AE/Renewals teams to ensure seamless renewals.
  • Lead quarterly/monthly reviews, offering best practices and guidance.
  • Foster customer advocacy within your portfolio.

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