Customer Success Specialist

5 days ago


Chennai, Tamil Nadu, India SuperOps Full time
Job Title: Customer Success Specialist

Estimated Salary: $60,000 - $80,000 per year.

SuperOps is a growth stage tech startup building new-age software for the IT and MSP industry. We're backed by leading VCs like Addition, Matrix Partners and Elevation Capital.

We are seeking a dynamic and experienced professional to join our growing team as a Customer Success Specialist. The successful candidate will be responsible for building and maintaining strong relationships with our customers, ensuring their satisfaction, and driving product adoption and retention.

Key Responsibilities:

  • Customer Onboarding: Guide customers through the onboarding process, ensuring a smooth and efficient implementation of our products or services.
  • Account Management: Develop and maintain strong, long-lasting customer relationships. Serve as the main point of contact for assigned accounts, addressing customer inquiries and concerns promptly.
  • Product Adoption: Proactively engage with customers to drive product adoption and usage. Identify opportunities to enhance customer value through upselling or cross-selling additional products or features.
  • Customer Advocacy: Identify satisfied customers willing to serve as references or participate in case studies. Encourage and gather customer testimonials and success stories.
  • Feedback and Issue Resolution: Act as a customer advocate within the company, providing valuable feedback to product and development teams. Collaborate with internal teams to resolve customer issues promptly.
  • Renewals and Upsells: Monitor customer usage and proactively engage with customers approaching renewal dates. Identify opportunities for upselling or expanding the scope of services to meet customer needs.
  • Customer Health Monitoring: Develop and implement customer health monitoring processes to identify at-risk accounts and take proactive measures to retain them.

Requirements:

  • Proven experience of 2 - 3 years in customer success or account management, preferably in a B2B SaaS .
  • Strong communication and interpersonal skills.
  • Ability to understand and articulate technical concepts.
  • Demonstrated ability to manage multiple customer accounts and prioritise effectively.
  • Proactive mindset with a focus on problem-solving.
  • Familiarity with CRM software and customer success tools.


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