Customer Success Lead

3 days ago

Gurugram Gurugram India Sumtracker Full time

Job Description Skills: Excellent communication skills. Good with software products. Experience: At least 1 year experience at a SaaS company Office location: WeWork Platina, near Sikanderpur Metro Station, Gurugram Work Policy: In office About the role We are seeking a passionate and driven Customer Success Lead to join our team and play a critical role in ensuring our clients achieve maximum value from our SaaS product. As a Customer Success Lead, you will be the voice of our customers and a key bridge between them and our product team. This is an exciting opportunity to make a real impact on customer satisfaction and contribute to the growth of our company. Responsibilities This is a high-ownership individual contributor role. You'll be the first Customer Success hire, responsible for building and running the function end to end but without direct reports to begin with. - Customer support: Provide ongoing support, answer customer questions via chat, emails and video calls. C - Gather feedback: Gather customer feedback (NPS score), conduct interviews, collect testimonials, identify pain points, and effectively communicate their needs to the product team to drive product improvements. - Automation Champion: Identify opportunities to automate tasks related to support, onboarding, and email communication to improve efficiency and scalability. - Customer communication: Craft and send onboarding email sequences and collect customer reviews. - Proactive Customer Success: Proactively engage with clients, build strong relationships, and ensure they have an exceptional experience with our product. - Data-Driven Approach: Track and report on key customer success metrics (e.g., customer churn, product adoption, customer satisfaction) and do customer segmentation. - Product improvements: Gather and organise bugs, improvement proposals and feature requests and coordinate with the product team to get those implemented. Qualifications - Proven Experience: 1+ years of experience at a SaaS company. - Excellent Communication: Exceptional oral and written communication skills with the ability to clearly explain technical concepts. - Customer-Centric Approach: A genuine passion for helping customers succeed and a strong commitment to providing outstanding service. - Ownership-Driven: Ability to work independently, take initiative, and manage multiple tasks effectively. - Tech Savvy: Comfortable using various software tools and platforms. - Automation Mindset: Interest in identifying and implementing automation solutions to streamline processes. Team and Culture At Sumtracker, we foster a culture that values autonomy, ownership, and transparency. Here's what you can expect. - Process-driven and autonomous: We have well-defined processes that empower you to work independently and take ownership of your tasks. - Transparency: We believe in open communication and keep everyone informed about company progress and individual contributions. - Direct feedback: Share your thoughts and ideas directly with the founders, fostering a collaborative environment. - Team bonding: Work in a beautiful office at WeWork Platina Tower where every day is exciting - Skill development: Enhance your skills with company-sponsored courses

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