Customer Success Manager

The Company Behind the Products

Every business talks about better customer conversations. SaaS Labs builds products that actually make them happen.

From JustCall to CallPage to ServiceAgent.ai, we help thousands of businesses communicate better.

Here's where we are: With 300+ people across India, the US, and beyond, we're at an inflexion point as AI reshapes business communication.

What's it like to work here Total ownership. We're a team that moves with purpose, builds with ambition, and loves seeing our work make a real impact.

And, if you're already nodding along, let's start the conversation.

The Flagship Product

With JustCall, we're leading the innovation on how sales and service teams connect with their customers using AI across calls, texts, emails, WhatsApp, and whatever comes next! It's a multichannel communication system that helps 7000+ of our customers serve their customers better- with 24/7 AI Agents, on-point integrations, and other forward-looking features. Senior Customer Success Management is a role that is defined in various ways in the industry, but at its core, it is all about making the customers successful and making them realise the value of the services we offer. A good Senior Customer Success Manager must have a thirst for knowledge, the ability to learn quickly, easily grasp new software applications, and act as a conduit between the customer and our company.

What We'll Count on You For

• Build value-based relationships with the customer stakeholders, build them into champions and advocates.
• Own the customer journey, and ensure product adoption, renewal, and identification of expansion opportunities.
• Facilitate user onboarding and ensure optimum usage of the product by the users.
• Identify product usage gaps and consult with the customer on the actionable solutions.
• Monitor customer health metrics and proactively address any issues or concerns.
• Conduct regular executive business reviews to keep track of evolving customer objectives and showcase value.
• Contribute to the refinement of the product roadmap.
• Collaborate closely with Account Managers and Account Executives to identify and close opportunities for upselling, cross-selling, and development of customers success plans based on their desired outcomes.
• Drive customer advocacy through reviews, testimonials, references, customer meetups, webinars, case studies, etc.
• Optimize existing processes within the organization and actively enhance all customer success initiatives.

Skills that make you successful in this role

• Exceptional ability to communicate and foster positive business relationships with customers as well as internal stakeholders.
• Exemplary written and verbal communication skills to work with global customers.
• Experience working with at least one Customer Success tools like Gainsight, Totango, ChurnZero, or similar ones.
• Strong problem-solving and analytical skills with the ability to derive actionable insights and recommendations from data.
• Proven track record of driving customer success and retention
• Ability to work across varied customer segments.
• Good understanding of SaaS and business processes

What'll Make You a Great Match

• 3-8 years of experience in B2B SaaS Customer Success, focused on US & EMEA customers.
• Should have experience in engaging with C-level and Senior Executives.
• Graduation in Science, Engineering, and Commerce fields from an accredited college or university. A postgraduate degree would be beneficial.

About SaaS Labs

SaaS Labs is a global SaaS company powering Sales and Support teams of over 7000 growing businesses with its software ecosystem focused on automation, productivity, and collaboration. One of the fastest-growing companies in India, SaaS Labs is backed by leading investors such as Peak XV Partners, Base10 Partners, and Eight Roads. Currently, our portfolio of products includes JustCall (Contact Center Software), Helpwise (Shared Inbox), Dialworks (Sales Readiness Platform), EasyCalendar (Scheduling Software), CallPage (Callback Automation), Atolia (Collaborative Workspace), and CallRoot (Call Tracking and Analytics).

SaaS Labs is a diverse international team of passionate problem solvers. With innovation, experimentation, and customer obsession at the heart of its ethos, the company has been honored with 30+ innovation awards including the coveted Deloitte Technology Fast 50 and FT High Growth Companies (Asia Pacific).

Curious about what we're building Follow us on LinkedIn to be the first to know!