Customer Success Lead

1 day ago

Gurgaon, Haryana, India Sumtracker Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Skills
: Excellent communication skills. Good with software products.

Experience
: At least 1 year experience at a SaaS company

Office location
: WeWork Platina, near Sikanderpur Metro Station, Gurugram

Work Policy
: In office

About the role

We are seeking a passionate and driven Customer Success Lead to join our team and play a critical role in ensuring our clients achieve maximum value from our SaaS product. As a Customer Success Lead, you will be the voice of our customers and a key bridge between them and our product team. This is an exciting opportunity to make a real impact on customer satisfaction and contribute to the growth of our company.

Responsibilities

This is a high-ownership individual contributor role. You'll be the first Customer Success hire, responsible for building and running the function end to end — but without direct reports to begin with.

  • Customer support:
    Provide ongoing support, answer customer questions via chat, emails and video calls. C
  • Gather feedback:
    Gather customer feedback (NPS score), conduct interviews, collect testimonials, identify pain points, and effectively communicate their needs to the product team to drive product improvements.
  • Automation Champion:
    Identify opportunities to automate tasks related to support, onboarding, and email communication to improve efficiency and scalability.
  • Customer communication
    : Craft and send onboarding email sequences and collect customer reviews.
  • Proactive Customer Success:
    Proactively engage with clients, build strong relationships, and ensure they have an exceptional experience with our product.
  • Data-Driven Approach:
    Track and report on key customer success metrics (e.g., customer churn, product adoption, customer satisfaction) and do customer segmentation.
  • Product improvements:
    Gather and organise bugs, improvement proposals and feature requests and coordinate with the product team to get those implemented.

Qualifications

  • Proven Experience:
    1+ years of experience at a SaaS company.
  • Excellent Communication:
    Exceptional oral and written communication skills with the ability to clearly explain technical concepts.
  • Customer-Centric Approach:
    A genuine passion for helping customers succeed and a strong commitment to providing outstanding service.
  • Ownership-Driven:
    Ability to work independently, take initiative, and manage multiple tasks effectively.
  • Tech Savvy:
    Comfortable using various software tools and platforms.
  • Automation Mindset:
    Interest in identifying and implementing automation solutions to streamline processes.

Team and Culture

At Sumtracker, we foster a culture that values autonomy, ownership, and transparency. Here's what you can expect.

  • Process-driven and autonomous
    : We have well-defined processes that empower you to work independently and take ownership of your tasks.
  • Transparency
    : We believe in open communication and keep everyone informed about company progress and individual contributions.
  • Direct feedback
    : Share your thoughts and ideas directly with the founders, fostering a collaborative environment.
  • Team bonding
    : Work in a beautiful office at WeWork Platina Tower where every day is exciting
  • Skill development
    : Enhance your skills with company-sponsored courses

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