Customer Success Manager

2 weeks ago

Gurugram, India Glood.AI - Personalization & Experience For Shopify Full time

Join Our Dynamic Team

At Glood.AI, customer success is the cornerstone of everything we do. We’re looking for a passionate and driven Customer Success Manager to join our team and ensure our customers achieve maximum value from our platform. If you thrive on building meaningful relationships, solving problems, and driving long-term customer satisfaction, we want to hear from you


About the Role

As a Customer Success Manager at Glood.AI, you will own the post-sales customer journey. You’ll work closely with our clients, guiding them through onboarding, ensuring they maximize the platform’s benefits, and driving retention and growth. You’ll act as the voice of the customer, collaborating with internal teams to enhance the customer experience and deliver exceptional value.


Responsibilities

  • Onboarding & Engagement: Lead new customer onboarding to ensure a smooth transition to the platform and alignment with their goals.
  • Relationship Management: Conduct regular syncs with large brands and strategic clients to discuss progress, gather feedback, and share updates.
  • Feature Promotion: Educate customers on new features and functionality, helping them leverage the platform to its fullest potential.
  • Customer Advocacy: Be the voice of the customer within Glood.AI, ensuring their feedback informs product development and strategic decisions.
  • Retention & Expansion: Identify upsell and cross-sell opportunities while working proactively to prevent churn.
  • Issue Resolution: Work closely with the support team to resolve customer issues promptly and effectively.
  • Reporting & Insights: Analyze customer usage data, generate reports, and provide actionable insights to improve customer satisfaction and engagement.
  • Process Improvement: Continuously refine customer success processes to enhance efficiency and impact.


Qualifications

  • 2+ years of experience in customer success, account management, or a similar client-facing role, preferably in SaaS or eCommerce.
  • Exceptional communication and relationship-building skills.
  • Proficiency in CRM tools (e.g., Intercom, HubSpot) and analytics platforms.
  • Ability to interpret data and generate actionable insights to enhance customer experience.
  • Strong problem-solving skills and a customer-first mindset.
  • Proven ability to manage multiple accounts and prioritize tasks effectively.


Preferred Qualifications

  • Experience with Shopify or other eCommerce platforms.
  • Knowledge of the SaaS business model and customer retention strategies.
  • Technical aptitude to understand and explain product features and integrations.
  • Familiarity with tools like Google Analytics, Intercom, or similar customer engagement platforms.
  • Experience in a startup or high-growth environment.


Benefits

  • Apple Devices 💻
  • On-site work setup 🏢 with flexible working hours and remote working options 🏡 🗺️
  • Opportunities to meet and collaborate with awesome team members from all over the world 👋
  • Work with a small and high-growth team 🚀
  • Continuous learning opportunities and professional development support
  • Competitive salary and equity options


Apply Now

If you are a customer-focused professional with a passion for driving success and building long-lasting relationships, we want to hear from you. Join us at Glood.AI and help us shape the future of eCommerce. Apply today and be part of our exciting journey

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