hotsourced | Senior Customer Success Associate | delhi
1 month ago
We are hiring on behalf of our client, here a little about them in their own words:
We are an online SaaS platform, providing an “all in one” platform for businesses in the Car Valeting and Detailing industry. The software that we provide helps businesses manage online bookings, scheduling, payments, and customer communications. Alongside our “core” software product, we also operate a “premium” subscription service, in which we provide a higher level of account management support, alongside the management and reporting of PPC campaigns on our customer’s behalf.
We're seeking a Customer Success Manager to support our growing customer base and ensure they get maximum value from our platform. This role focuses on post-sale customer onboarding, engagement, and retention.
Role & Responsibilities:
Manage the crucial 1-3 month period after customer sign-up to ensure successful platform adoption.
Provide system walkthroughs and training to new customers
Help customers set up their business offerings within the platform (packages, pricing, territories, scheduling)
Respond to customer queries via phone and chat during business hours
Maintain customer management documentation
Assist with customer reporting, particularly for premium-tier customers
Monitor customer engagement and identify opportunities to increase platform usage
Provide general business advice based on industry knowledge (e.g., website
optimization, marketing tips - we will train you how to appraise each business’ performance)
Work closely with the sales team to ensure smooth customer handover
Requirements:
Excellent communication and interpersonal skills
Strong ability to build relationships
Aptitude for learning new tools and platforms with training
Capability to create documentation and reports
Organized and able to manage multiple customer relationships simultaneously
Positive attitude and strong willingness to learn
Comfortable working with small business owners and sole traders
What We're Looking For
We value attitude and potential over specific experience. The ideal candidate will have:
A natural curiosity and eagerness to learn new systems and processes
Strong interpersonal skills and ability to build genuine connections
Proactive approach to problem-solving
Ability to adapt and learn quickly
Patient and empathetic communication style
Previous experience in customer service or account management is beneficial but not required
Experience with SaaS platforms is a plus, but willingness to learn is more important
Knowledge of the automotive or cleaning industries is helpful but not essential
Work Schedule
Tuesday to Saturday, 8am to 5pm UK day time (approximately 1.30pm to 10.30pm IST)
Remunerations & Benefits
Annual CTC: 6.5 - 8.5 LPA
20 days annual leave + 11 bank holidays
Company laptop provided
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