Customer Success Lead

3 weeks ago

Hyderabad, India BrowserStack Full time

Location This is a remote opportunity. But the base location of the role holder has to be either Hyderabad. Role in a nutshell: Driving customer advocacy, you will assist clients to realize value from BrowserStack’s product portfolio, and help them use our products to meet their goals. With a solid understanding of tech, you will manage multiple stakeholders, drive engagement with customers at key points in the customer journey, and get them onboarded and adopted on 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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