Customer Success Associate

1 day ago

Bengaluru, Karnataka, India Coffer Internet Services Full time ₹ 6,00,000 - ₹ 18,00,000 per year

Job Title: Customer Success Associate

Department: Customer Success

Location: Bangalore (with 20% time travel across India for client visit)

Employment Type: Full-Time

About the Role:

We are looking for a proactive and customer-focused Customer Success Manager/Associate to join our growing team. The ideal candidate will be responsible for ensuring successful client onboarding, implementation, and adoption of our product, while building long-term relationships that drive retention and satisfaction.

This role involves engaging with clients at multiple levels from operational POCs to senior stakeholders such as Owners, VPs, and Directors to align product value with business goals and ensure

measurable outcomes.

Focus Areas:

We work with SMBs, mid-market, and Enterprise customers across the construction value chain. Notable focus areas include:

  • EPC/Construction: Futuro Infra, Divine Homes, Gurukanth Constructions +150 others.
  • Developers: Adarsh Developers, Vaishnavi Developers +70 others.
  • Fitout/Interiors: Ambience Interiors, Innovative Interiors +25 others.

Marketplace & Credit Solutions: AVP infracon, Ardee Engineering, Narsi Groups, BNP Interiors, Build A Home +300 others.

Key Responsibilities:

  • Client Onboarding & Implementation: Lead new client onboarding, ensuring seamless setup, configuration, gathering of documents and adoption of the product.
  • Adoption & Engagement: Monitor product usage and proactively engage clients to drive adoption and maximise value.
  • Retention & Renewals: Develop strong relationships with key stakeholders to ensure renewals and identify expansion opportunities.
  • Upsell & Cross-sell: Identify opportunities to expand existing accounts by introducing new features, modules, or solutions aligned with client needs.
  • QBR Delivery: Conduct Quarterly Business Reviews to present insights, performance outcomes, and future roadmaps.
  • Requirement Gathering: Understand client requirements and collaborate with internal teams (Product, Tech, and Training) for solution alignment.
  • Stakeholder Management: Collaborate with Owners, VPs, Directors, and operational teams to ensure alignment between business needs and product capabilities.
  • Client Visits: Sometimes visit client locations across India for relationship-building, feedback collection, and strategic discussions.
  • Escalation Management: Act as the primary point of contact for resolving client concerns effectively and promptly.

Required Skills & Qualifications:

  • Bachelors degree in Business Administration, Management, or a related field. MBA is a plus, not mandatory.

  • Minimum 1 yr experience from SAAS industry.

  • 2-4 years of proven experience in Customer Success, Account Management, or Client Relationship Management roles.

  • Hands-on experience in onboarding, implementation, adoption, QBR delivery, and retention management.
  • Excellent communication and presentation skills.
  • Experience working with CXOs, Owners, VPs, and Directors across client organisations.
  • Strong analytical and problem-solving abilities.
  • Comfortable with client-facing discussions and travelling across India.
  • Its a 6-day role, in which 5 days work from the office is mandatory.

Language Requirements:

  • Must be fluent in English and Hindi.
  • Proficiency in at least any 2 of the following languages is required: Kannada, Malayalam, Tamil.

What We Offer:

  • Opportunity to work with a dynamic, fast-growing team.
  • Exposure to diverse clients across industries and geographies.
  • Competitive compensation and performance-based variable.
  • Supportive work culture that encourages innovation and growth.

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