Customer Success Analyst

2 months ago

Bengaluru, India Scrut Automation Full time

Job Description: Customer Success Analyst - US


Role Details

POSITION: Customer Success Analyst

Location: Bangalore/Remote


About SCRUT Automation

Scrut Automation is an information security and compliance monitoring platform, aimed at helping small and medium cloud-native enterprises develop and maintain a robust security posture, and comply with various infosec standards such as SOC 2, ISO 27001, GDPR, and the like with ease. With the help of the Scrut platform, customers reduce their manual effort for security and compliance tasks by 70%, and build real-time visibility of their security posture.
Founded by IIT/ISB/McKinsey alumni, the founding team has over 15 years of combined Infosec experience. Scrut is built out of India for the world, with customers across India, APAC, North America, Europe and the Middle East. Scrut is backed by Lightspeed Ventures, MassMutual Ventures and Endiya Partners, along with prominent angels from the global SaaS community.


Overview of the Job Profile

Business/ Customer Success Analyst will play a key role in driving Customer Success by nurturing customers in our rapidly growing business. The mission of Scrut Automation's Customer Success team is to transform our customer's compliance journey.


Responsibilities

● Own Customer Life Cycle & Account Management – from Sales Handover, Oversee & Ensure smooth on-boarding, Consistent Engagement with(MBRs and QBRs) building a Relationship of Trust & Transparency

● Onboard customers with Integration support and drive adoption of the product

● Represent the voice of the customer and influence the product development roadmap

● Empathise with every aspect of the customer experience, putting customer's needs first

● Rely heavily on data and analytics to identify customers at risk and engage proactively to mitigate churn risk

● Track programs to move towards Perfect 10 (10 on a scale of 10 in customer satisfaction) and to establish new capability

● Become a product expert on Scrut Automation and how our platform can be used to improve security posture through our standard offerings (SOC2, ISO27001, PCI DSS, HIPAA, CCPA and GDPR)



Requirements

● Have 2-4 years of experience in Customer Success or Account Management at a SaaS company

● Have experience in the cybersecurity or compliance industry 

● Should be flexible working in US shift timings 7pm-4am IST.

● Have clear and thoughtful communication skills, with a strong critical thinking ability

● Problem-solving ability and customer-centric outlook

● Be comfortable with talking through technical concepts with a technical audience

● Have a keen ability to multitask

● Have an outstanding work ethic and know when/how to ask for help when you need it


Why should this job excite you?

● Opportunity to make an early impact on one of the most promising, high-growth SaaS startups in India

● A high-performing action-oriented team

● Immense exposure to the founders and the leadership

● Opportunity to shape the future of B2B SaaS Customer Success with YOUR innovative ideas

● The competitive compensation package, benefits, and employee-friendly work culture


Note: Due to a high volume of applications, only the shortlisted candidates will be contacted by the HR team. We appreciate your interest and effort.

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