Customer Success Manager

3 weeks ago

Gurgaon, Haryana, India Glood - 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 youAbout 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.

Qualifications2+ years of experience in customer success, account management, or a similar client-facing role, preferably in Saa S or e Commerce.

Exceptional communication and relationship-building skills.

Proficiency in CRM tools (e.g., Intercom, Hub Spot) 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 e Commerce platforms.

Knowledge of the Saa S 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

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