Customer Success Associate (US, UK)

Salary range - ₹5-8 Lacs p.a + healthcare + ESOPs

Remote/India based position

ClearQuote offers inspection apps for automotive customers to help automate damage assessment as a SaaS solution. We're looking for Customer Success Associates to join our growing team and drive customer satisfaction and retention.

Overview

Customer Success Associate supporting ClearQuote customers in the UK, EU and US. You'll be the primary point of contact for customers, support onboarding, responding to product usage queries and issues, ensuring they maximize value from using our product while maintaining exceptional satisfaction levels.

Key Responsibilities

• Build strong relationships with customers and understand their business needs
• Provide technical support and troubleshooting assistance, identify root cause of issues reported 
• Monitor customer application usage metrics and identify improvement opportunities
• Conduct onboarding sessions and training sessions as required
• Collaborate with Product, Engineering teams to advocate for customer needs
• Track and report on key customer success metrics
• Maintain SLAs (response and issue resolution)
• Email, Whatsapp and (occasional) video call based support

Required Qualifications

• Excellent English communication skills - written and verbal
• Regional time zone availability - UK and US EST business hours on rotational basis
• SaaS experience - previous 1-2 years customer-facing role at a SaaS product/ tech services company supporting customers preferably in the UK/EU or US
• Technical proficiency - hands-on experience using MongoDB Compass or equivalent, SQL
• Computer science background preferred
• Customer-centric mindset - genuine interest in helping customers succeed
• Automotive industry interest - enthusiasm for the automotive sector
• Should have Android (or iPhone) device, laptop, stable internet

Bonus qualifications

• SMB customer experience - working with small to medium-sized businesses in UK / EU / US
• Or Enterprise customer experience - working with enterprise clients in UK/EU
• Automotive customer experience - supporting dealers, fleets, logistics companies
• Experience with helpdesk ticketing software / CRM systems and customer success platforms
• Experience of managing customer relationships and driving retention

Whats on offer

• Competitive pay and stock options
• Opportunity to work with cutting-edge automotive technology solutions
• Professional development and career growth opportunities
• Remote work