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
