Lead Customer Success

ABOUT SUPEROPS

SuperOps is a SaaS startup empowering IT service providers and IT teams around the world with technology that is cutting-edge, future-ready, and powered by AI. We are backed by marquee investors like Addition, March Capital, Matrix Partners India, Elevation Capital, and Tanglin Venture Partners. Founded by Arvind Parthiban, a serial entrepreneur, and Jayakumar Karumbasalam, a veteran in the IT space, SuperOps is built on the back of a team of engineers, product architects, designers, and AI experts, who want to reshape the world of IT. Now we have taken on a market that is plagued by legacy solutions and subpar experiences. The potential to do something great is immense. So if you love to grow, be part of a kickass team that inspires you to do more, and make an everlasting mark in the world of IT, SuperOps is the place to be. We also believe that the journey is as important as the destination. We want to build the best products out there and have fun while doing so. So come, be part of our A-star team of superheroes.

JOB RESPONSIBILITIES

At SuperOps, we're building a modern, unified PSA-RMM platform to help MSPs deliver better IT services. As a Customer Success Specialist, you'll be the trusted advisor to our customers, helping them realize maximum value from our platform.

You will own the post-sales relationship, guiding onboarding, driving product adoption, and ensuring ongoing satisfaction and retention. Your role will be critical in building long-term customer relationships and turning users into advocates.

Key Responsibilities

Customer Onboarding: Guide customers through the onboarding process, ensuring a smooth

and efficient implementation of our products or services. Provide training sessions to

familiarise customers with key features and functionalities.

Account Management: Develop and maintain strong, long-lasting customer relationships.

Serve as the main point of contact for assigned accounts, addressing customer inquiries and

concerns promptly.

Product Adoption: Proactively engage with customers to drive product adoption and usage.

Identify opportunities to enhance customer value through upselling or cross-selling

additional products or features.

Customer Advocacy: Identify satisfied customers willing to serve as references or participate

in case studies. Encourage and gather customer testimonials and success stories.

Feedback and Issue Resolution: Act as a customer advocate within the company, providing

valuable feedback to product and development teams. Collaborate with internal teams to

resolve customer issues promptly.

Renewals and Upsells: Monitor customer usage and proactively engage with customers

approaching renewal dates. Identify opportunities for upselling or expanding the scope of

services to meet customer needs.

Customer Health Monitoring: Develop and implement customer health monitoring processes

to identify at-risk accounts and take proactive measures to retain them.

What We're Looking For

Proven experience of 10+ years in customer success and account management, preferably in

a B2B SaaS.

Strong communication and interpersonal skills.

Ability to understand and articulate technical concepts.

Demonstrated ability to manage multiple customer accounts and prioritise effectively.

Proactive mindset with a focus on problem-solving.

Familiarity with CRM software and customer success tools.

Ready to work in Night Shifts.