Customer Success

**About Inkle**:
Inkle is a US tax & accounting software startup based in San Francisco and Bangalore. We exclusively serve US technology startups. We're on a mission to make accounting, tax and compliance easy, scalable, affordable and on-demand for US-registered companies - using software and human services. We are a team of passionate and creative individuals who believe in the power of technology to simplify complex processes.

**About the team and this role**:
This is a new role reporting to the Customer Support Team Leader. As Inkle has expanded significantly, the business has become more complex: the organisation, customer expectations, customer satisfaction, product intricacies, and revenue growth. We need someone to focus on these aspects.

**Responsibilities**:
**Customer Interviews & Feedback**
- Conduct structured interviews with customers to understand their goals, challenges, and gather feedback on the product.
- Document insights and relay them to relevant teams for product improvement and strategic planning

**Expansion & Renewals**
- Identify opportunities for upselling and renewals based on customer engagement and satisfaction.
- Engage customers proactively to support contract renewals and suggest value-added services.

**Escalation Management**
- Handle customer escalations by following defined protocols, ensuring issues are addressed promptly.
- Follow through on escalations with clear documentation and communication until resolution
- Anticipate potential issues, prevent support problems before they occur, and ensure timely and effective resolutions..

**Metrics & CRM Oversight**
- Monitor customer support metrics (e.g., satisfaction scores, resolution times) and CRM data to identify retention risks and growth opportunities.
- Maintain accurate and up‑to‑date information in the CRM for all customer interactions and outcomes.

**Onboarding & Offboarding**
- Lead onboarding sessions and product demonstrations for new clients to encourage effective platform usage.
- Coordinate offboarding procedures in a professional manner, ensuring a smooth transition.

**Relationship Management**
- Guide Customer Support Executives to build and nurture strong customer relationships through active engagement and communication.
- Manage, build and nurture relationships with Inkle’s service partners and customers’ external partners on Inkle’s other platforms like Inkle Practice and Inkle Practice Pro.

**Internal Reporting & Insights**
- Present customer usage data, satisfaction statistics, and growth insights to internal leadership.
- Use data to inform decision-making that enhances customer retention and success.

**Data Analysis & Improvement**
- Monitor engagement and usage metrics to identify trends and propose data-backed improvements for both product and customer experience.

**Industry expertise**
- Stay abreast of trends in accounting technology and client markets to offer relevant guidance and support.

**Requirements**:

- 2-4 years of work experience, ideally at a US-focused B2B SaaS company - but this is not mandatory.
- Great at cultivating and maintaining relationships across cultures and different timezones.
- Very high attention to detail and ability to analyse processes/data.
- Proven ability to develop new distribution strategies and effectively communicate recommendations to executive management.
- Strong event organisation skills.
- Excellent written and verbal communication skills.
- Ability to work in a fast-paced environment with changing priorities.

**Benefits**:

- Highly competitive salary
- Generous ESOP scheme
- Health insurance
- Relocation allowance
- Generous leave policy, including 10 days of WFH

**Diversity Statement**:
We foster a dynamic, fast-paced and collaborative environment where everyone has a voice and the opportunity to make an impact. We are committed to diversity, inclusion and work-life balance.