Customer Success Manager

About the Company:

A pioneer in the Employee Rewards and Engagement category, was established in 2016. Headquartered in the heart of the tech world, San Francisco, we have consistently pushed the boundaries of innovation and expanded our global footprint

while delivering cutting-edge solutions to clients worldwide. boasts backing from visionary investors like Y Combinator, GrowX Ventures, and Axilor Ventures.

We bridge the globe, catering to over 5 million users across 104 countries, from bustling US cities to Southeast Asian hubs and the vibrant markets of UAE and India. This translates to real impact, partnering with industry giants like Concentrix, HCL, Tech Mahindra, BCG, Target, Tata Steel, RAK Bank, and more, engaging workforces with a network of 10,000+ brands, ensuring employees have access to top-tier rewards that enhance their lives on a global scale. The world's most prominent AI-driven Employee Engagement and Reward platform, is disrupting the Employee Experience Space for a better tomorrow.

Come, and be part of this transformational journey

Job Role: Customer Success Manager

We are seeking an experienced and highly motivated Customer Success Manager to lead our efforts in nurturing client relationships and expanding our presence within the HR Tech SaaS industry. The ideal candidate will have a strong background in customer

relationship management within the SaaS sector, specifically with HR technology solutions. This role is crucial in driving client satisfaction, managing key accounts, and ensuring long-term customer success through strategic collaboration and personalized support.

Make a difference/Responsibilities: You will own and drive it

Key Responsibilities:

• Develop Customer Success Strategies: Collaborate with the creative team to maintain and evolve customer success strategies and best practices.
• Senior Management Communication: Effectively communicate with internal and external senior-level management to understand customer needs, enhance retention and growth strategies, and share key insights and learnings.
• Metrics Maintenance: Manage and maintain existing customer success metrics and data as directed by leadership.
• Client Collaboration: Collaborate with team members to strategize and problem-solve upcoming client meetings, ensuring alignment with customer success goals.
• Campaign Performance Analysis: Prepare documentation and visuals to demonstrate campaign performance to clients; analyze trends to identify areas for improvement.
• Customer References and Case Studies: Partner with sales and marketing teams to secure customer references and develop compelling case studies.
• Customer Experience Improvement: Review customer complaints and concerns, proactively seeking opportunities to enhance the overall customer experience.
• Brand Advocacy: Cultivate an enthusiastic customer base and identify brand ambassadors to amplify product benefits and value.
• Product Demonstrations: Conduct product demonstrations to showcase features and benefits for customers.
• Onboarding Process Improvement: Enhance onboarding processes to ensure seamless customer integration and satisfaction.
• Cross-Promotion Initiatives: Develop and execute reciprocal cross-promotion programs with business partners on social media platforms and coordinate online reviews to benefit both businesses mutually.

Required Skills:

• Bachelors degree in Business Administration, Marketing, Communications, Information Technology, or a related field.
• Masters Degree in Business Administration is a plus.
• 1-3 years of experience in customer success, account management, sales, or related roles within the B2B SaaS industry.
• Proven track record of managing client relationships and driving customer success in a fast-paced, dynamic environment.
• Strong understanding of SaaS business models and familiarity with CRM software (e.g., Salesforce, HubSpot) and project management tools.
• Excellent verbal and written communication skills, with the ability to articulate complex concepts clearly and effectively.
• Analytical mindset with the ability to interpret data and make data-driven decisions to optimize customer outcomes.
• Demonstrated ability to collaborate and influence cross-functional teams to achieve customer success goals.