Customer Success Manager

ClearFeed is an AI-powered platform for customer and employee support over Slack and MS Teams. It enables efficient support by connecting chat helpdesks to enterprise project management and CRM systems and providing GPT-powered responses based on company data. Our fast-growing customer base spans the world and different verticals and comprises some of the best known technology companies today.

Role Overview

The Customer Success Manager would be responsible for all aspects of post-Sales activities for existing customers. This includes driving initiatives for growth (like conducting training sessions and webinars), doing periodic customer reviews and managing account renewals. We are a deeply technical team - the successful candidate must have a strong technical background and will also be involved in Support activities and bringing Product feedback back to internal teams. They must have the ability to communicate complex technical information to non-technical users. We pride on wearing multiple hats - and the CSM will occasionally contribute to product and support documentation as well.

We are founded by a team of second-time entrepreneurs who previously worked at companies like Facebook, Amazon and Qubole. Our small team of engineers, data scientists and product managers is based out of India and we are actively looking for early members to join our mission. We are backed by PeakXV (Surge), 8VC and leading angels

Key Responsibilities:

• Perform periodic reviews of customer accounts, prepare usage reports and gather customer feedback on product and roadmap.
• Own and Drive account renewals, by running a timely renewal cadence, gathering feedback, negotiating pricing.
• Participate in ongoing technical support for existing customers, troubleshooting issues and assisting in providing solutions with Support team.
• Work closely with Product and Engineering teams to understand how to operate and configure ClearFeed products and keep abreast of latest product features on continual basis.
• Collaborate with cross-functional teams, including sales, product management, and engineering, on customer issues and contribute to product ideas.
• Create and maintain technical documentation, including user guides and troubleshooting guides.

Qualifications:

• Bachelor's degree in Engineering or Computer Applications.
• 2+ years of experience as Account Executive/Manager or Customer Success.
• Alternatively - candidate must have prior experience as Implementation Engineer or in Application Support.
• Excellent communication and presentation skills with ability to explain technical information to non-technical users.
• Experience closing or renewing accounts in a SaaS environment.
• Experience working with software installation and configuration, preferably in a SaaS environment.

Join Us

At ClearFeed, your work will directly influence the evolution of workplace communication, supported by a team that values innovation, collaboration, and the growth of its members, all while ensuring your health and wellness are taken care of. If you're excited about contributing to a company at the forefront of technology and innovation, and you value a workplace that prioritizes your health and well-being, we'd love to hear from you.

Perks

• Hybrid work: Enjoy the best of both worlds with our hybrid work model, allowing you to spend 4 days in the office for collaborative work and meetings while enjoying the flexibility of working from home for 1 day a week.
• Team Lunches: Join your colleagues for team lunches on Tuesdays, and know them beyond work.
• Relocation Assistance : One time relocation assistance may be provided by the company, if applicable, to facilitate working close to the primary office location.