Customer Success Manager

Who we are

Mindtickle is the market-leading revenue productivity platform that combines on-the-job learning and deal execution to get more revenue per rep. Mindtickle is recognized as a market leader by top industry analysts and is ranked by G2 as the #1 sales onboarding and training product. Were honoured to be recognized as a Leader in the first-ever Forrester Wave: Revenue Enablement Platforms, Q3 2024

CSMs are the keepers of our client partnerships, ensuring that we deliver value to our customers daily. They are the primary contact for accounts post-sale and are responsible for the overall success of their assigned book of business. CSMs should have a deep understanding of the software as a service space. They also have solid MindTickle product knowledge and a deep understanding of how the MindTickle platform can be deployed to support a variety of use cases. CSMs work proactively to drive customer value and ensure that stakeholders are achieving their desired outcomes. They use a metrics-driven approach to monitoring customer health, which enables proactive intervention.

This is a North America Shift role from 8:30 pm till 5:30 am IST

• Managing clients - driving adoption and outcomes leading to renewals, expansion, and advocacy across your portfolio.
• Building relationships and ongoing communication with senior-level stakeholders to understand their business needs and desired outcomes and to showcase the impact of MindTickle on their strategic initiatives.
• Advising on strategic and program planning to ensure ongoing usage, further adoption, and alignment of MindTickle with business needs.
• Weekly tracking and monitoring of client usage, milestones, value, and health metrics; proactively intervening as needed.
• Showing customers how MindTickle features are used as they explore new use cases post-onboarding.
• Conducting business reviews of activity, outcomes, data insights, and value.
• Keeping clients informed about product enhancements and advocating for their product needs as an internal champion.
• Recommending and selling add-on Professional Services as needed to improve the customers use of MindTickle.
• Overseeing customer-driven product enhancements and interfacing with the client and MindTickle Product Management.
• Keeping the MindTickle team (CSM, Sales, Professional Services, Tech Support) aligned to deliver exceptional customer experience.

• Have 3 years of experience in Customer Success or relevant customer-facing roles.
• Have an ability to thrive in a dynamic, fast-paced environment where change is the only constant.
• Have experience forging relationships with senior-level stakeholders; understanding business goals, strategic plans, metrics, and challenges; collaborating on solutions.
• Have experience in managing multi-group or global accounts that have a number of internal/external stakeholders.
• Are highly analytical and experienced working with data-driven dashboards and reports.
• Are a skilled communicator with excellent writing and verbal communication skills.
• Are personable and collaborative with a track record of working successfully across teams.
• Will cover mainly North America customers.

PREFERRED QUALIFICATIONS:

• Previous SaaS experience.
• Experience in the Sales Enablement Industry.
• Adept in technical knowledge with the ability to understand the tech stack of customers with experience in Salesforce and other customer-facing tools.

As an organization, its our priority to create a highly engaging and rewarding workplace. We offer tons of awesome perks and many opportunities for growth. Our culture reflects our employees' globally diverse backgrounds along with our commitment to our customers, and each other, and a passion for excellence. We live up to our values, DAB, Delight your customers, Act as a Founder, and Better Together.

Mindtickle is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, or any other characteristic protected by law.

Your Right to Work - In compliance with applicable laws, all persons hired will be required to verify identity and eligibility to work in the respective work locations and to complete the required employment eligibility verification document form upon hire.

Locations: Pune or Bangalore