Customer Success Strategist

7 days ago


Mumbai, Maharashtra, India Zaggle Full time
About Us
Zaggle is a leading B2B2C SaaS FinTech company that has digitized spends to drive growth and unlock value through automated and innovative workflows. We are one of the few profitable and listed new age companies in India, operating in the space of Spend Management.
We offer corporates a unified software cum payments platform for employee expense, benefits, rewards, vendor payments, and channel incentives. Our platform solutions are sector-agnostic, covering BFSI, Technology, Healthcare, Manufacturing, FMCG, Infrastructure, and Automobile industries. Notable customers include TATA Steel, Persistent Systems, Toshiba, Inox, Pitney Bowes, Wockhardt, PCBL (RP –Sanjiv Goenka Group), and Greenply Industries.
Visit us at www.zaggle.in to know more about our mission and vision.

Roles and Responsibilities
- Lead, mentor, and coach a team of CSMs to ensure high performance, customer satisfaction, and professional growth.
- Identify and drive opportunities for upselling and cross-selling, working closely with sales teams to expand customer accounts.
- Develop and implement best practices and processes to ensure efficiency and consistency in customer interactions.
- Conduct regular one-on-one meetings with team members to provide feedback, set goals, and support development.
- Collaborate with senior leadership to align customer success initiatives with overall company goals and product roadmap.
- Monitor customer health metrics (e.g., usage, satisfaction, adoption rates) and proactively address potential issues.
- Work closely with account managers and sales teams to ensure smooth transitions from sales to onboarding and ongoing account management.
- Oversee the end-to-end customer lifecycle, ensuring seamless onboarding, product adoption, and ongoing support.
- Actively manage and resolve escalated customer issues, collaborating with other teams as needed to ensure timely resolutions.
- Collaborate with product, marketing, and sales teams to ensure alignment on customer needs, product features, and go-to-market strategies.
- Provide feedback to the product team based on customer insights and ensure that customers are informed about product updates and new features.
- Work closely with the support team to ensure customers receive necessary help and solutions to any issues they encounter.

Salary Estimate
The estimated salary range for this position is $120,000 - $180,000 per annum, depending on experience and qualifications.

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