Trainee - Customer Success (Onboarding & Account Management)

Position: Trainee - Customer Success (Onboarding & Account Management)

Location: Pune (Work from Office)

Training Duration: 6 Months + PPO Based on Performance

About Kylas:

Kylas is a fast-growing B2B SaaS company offering a powerful, easy-to-use Sales CRM platform built for growing businesses. We help organizations streamline their sales processes, improve team productivity, and unlock growth through smart automation and insightful data. As we expand globally and continue building a world-class CRM, we're looking for passionate individuals to join our Customer Success team and grow with us.

Internship Overview:

As a Customer Success Trainee (Onboarding & Account Management), you'll work closely with the onboarding team to ensure that B2B clients derive maximum value from the product after implementation. You'll play an integral role in managing the pre and post-go live experience, focusing on relationship building, usage tracking, feedback analysis, and renewal strategy. Your role will directly impact client satisfaction, retention, and revenue continuity.

Key Responsibilities:

Post-Onboarding Client Engagement:

• Connect with clients pre & post-onboarding to ensure smooth product adoption and value realization.
• Regularly engage via calls, emails, or check-ins to understand usage patterns and offer support.
• Assist in reinforcing best practices and use-case adoption based on the client's business goals.

Client Feedback & Health Monitoring:

• Track client engagement and usage data using CRM analytics and internal tools.
• Gather and analyze client feedback to identify improvement areas, risks, and opportunities.
• Flag inactive or at-risk accounts and collaborate with internal teams to execute re- engagement plans.

Renewal & Retention Support:

• Assist in maintaining a renewal tracker and ensuring timely outreach to clients nearing contract end.
• Coordinate with the Sales and Billing teams for smooth execution of renewal agreements.
• Identify expansion or upsell opportunities based on product usage trends and client growth.

Cross-Functional Collaboration:

• Work closely with Product, Support, and Sales teams to resolve client concerns and enhance their experience.
• Contribute to internal knowledge bases by documenting recurring challenges and solutions.

Reporting & Insights:

• Prepare and maintain weekly and monthly dashboards on client health, feedback, renewal status, and engagement levels.
• Assist in client segmentation based on behaviour, revenue, and engagement for targeted outreach.

Key Result Areas (KRA) - Onboarding Expert:

• Ensure smooth and timely onboarding of clients, covering account setup, product configuration, and user training.
• Drive product adoption by aligning onboarding plans with client business objectives.
• Establish strong relationships with client stakeholders during the onboarding phase.
• Identify early risks in implementation and proactively mitigate them.
• Document onboarding processes and contribute to the knowledge base for future reference.

Key Performance Indicators (KPI) – Onboarding Expert:

• Percentage of clients completing onboarding within agreed timelines.
• Client adoption and usage metrics within 30 days & last 7 days post training.
• Onboarding satisfaction score (from client feedback surveys).
• Reduction in support queries during and post-onboarding phase.
• Retention rate of clients post-onboarding.

Account Management (Summary):

• Maintain long-term relationships with clients beyond onboarding, acting as a trusted advisor.
• Collaborate with cross-functional teams (Support, Product, Sales) to address client needs.
• Identify upsell and cross-sell opportunities by monitoring account health and usage.
• Conduct periodic business reviews with clients to align on goals and success metrics.
• Act as a single point of contact for escalations and ensure customer satisfaction.

Requirements:

• Strong verbal and written communication skills; confident in speaking with business stakeholders.
• Understanding of B2B SaaS and CRM systems (prior exposure or coursework is a plus).
• Analytical mindset with the ability to interpret data and translate insights into actions.
• Detail-oriented and organized, with good time management skills.
• Collaborative team player with a proactive approach to problem-solving.
• Familiarity with CRM tools (like HubSpot, Salesforce, or Kylas) and basic spreadsheet reporting.

What You'll Learn:

• Real-world exposure to the client lifecycle in a B2B SaaS business.
• Hands-on experience managing post-onboarding success strategies.
• Understanding of client segmentation, retention metrics, and renewal workflows.
• Opportunity to contribute to client growth strategies and reduce churn.
• Potential for full-time placement based on performance and organizational fit.

Job Types: Full-time, Permanent, Internship

Contract length: 6 months

Pay: From ₹10,000.00 per month

Benefits:

• Health insurance
• Provident Fund

Application Question(s):

• This is a 6 months internship + PPO based opportunity. Are you comfortable in that?

Language:

• English (Required)

Work Location: In person