Customer Success- SMB/Mid-Market

6 days ago

Noida, Uttar Pradesh, India LeadSquared Full time ₹ 8,00,000 - ₹ 12,00,000 per year

At LeadSquared, our Customer Success team is essential to our growth and customer satisfaction. We're seeking motivated professionals who excel at nurturing customer relationships, guiding them from onboarding through adoption, and ensuring they achieve their business goals using our platform.

What You'll Do
Seamless Onboarding & Adoption

  • Facilitate smooth transitions from implementation to ongoing use by working closely with the implementation team and customers.
  • Keep a pulse on account readiness and milestones to ensure customers get the most from our solutions.

Drive User Engagement & Adoption

  • Track product usage and user engagement to identify areas where customers might need extra support or training.
  • Organize targeted training sessions and collaborate with senior stakeholders to promote deeper product adoption.

Manage Customer Health & Risks

  • Develop and maintain customer health metrics to proactively spot potential risks.
  • Take ownership of mitigation strategies to address issues before they escalate.
  • Monitor account activity and service usage to catch early warning signs.

Gather Feedback & Advocate for Customers

  • Regularly connect with users and decision-makers to gather feedback and improve their experience.
  • Work with Product and Operations teams to channel this feedback into meaningful improvements.
  • Help create success stories that highlight customer achievements.

Prepare for Business Reviews

  • Compile data, insights, and recommendations to support monthly/quarterly business reviews.

Issue Resolution & SLA Oversight

  • Act as the bridge between customers and internal teams to ensure prompt resolution of concerns.
  • Monitor service levels and ensure compliance with agreed timelines.

Who You Are

  • Bachelor's degree or equivalent professional experience in software or related industries.
  • 1-2 years of experience in customer success, project management, or account management, ideally with SaaS or enterprise software.
  • Comfortable working with technical teams and understanding software implementations.
  • Strong communicator, able to engage with all levels within customer organizations.
  • Organized multitasker who thrives in a fast-paced, collaborative environment.

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