About UrbanPiper:
UrbanPiper is a B2B SaaS platform helping restaurants with digital transformation. Our platform enables restaurants to manage and automate their online presence on their own websites/apps or on leading food delivery platforms like Zomato, Swiggy, Amazon Foods, Deliveroo, Talabat, HungerStation, and Jahez.
We currently process nearly 3 million transactions every month and are partnered with 12,000+ restaurants across India, the US, Canada, the UK, and the Middle East. Consistency, reliability, scalability, and agility define how we work.
Your Role:
Client Relationship & Advocacy
- Build and maintain long-term relationships with key clients, serving as their primary contact post-onboarding
- Regularly engage with clients to understand their business needs, challenges, and goals
- Act as the internal advocate for clients, ensuring their voices are heard and concerns addressed
Team Leadership
- Lead, coach, and develop Customer Success team members
- Manage task distribution and resource allocation across the team
- Conduct regular performance reviews and identify growth opportunities
Retention & Growth
- Monitor client health metrics and identify at-risk accounts to mitigate churn
- Identify upsell and cross-sell opportunities, working with the sales team to expand accounts
- Oversee contract renewals to ensure client retention and satisfaction
Cross-functional Collaboration
- Work closely with sales, onboarding, and product teams for a seamless client experience
- Provide actionable product feedback based on client interactions
- Report regularly to senior management on client health, team performance, and success stories
Strategy & Process
- Develop and implement customer success strategies aligned with company goals
- Continuously review and optimize customer success processes
- Stay current on industry best practices and integrate new approaches
Data & Insights
- Analyze metrics including NPS, CSAT, and churn rates
- Use data to drive decisions and improve retention strategies
- Deliver data-driven reports and insights to senior leadership
What We're Looking For:
- Experience in a B2B SaaS company with familiarity in subscription models, renewals, and customer lifecycle management
- 2+ years in a Customer Success leadership role (team lead or manager)
- Proven track record of driving retention, reducing churn, and increasing customer satisfaction
- Strong customer advocacy and ability to translate client needs internally
- Ability to troubleshoot technical issues and collaborate with engineering teams
- Excellent verbal and written communication skills
- Experience designing and implementing customer journey strategies
- Proactive, growth-oriented mindset
- Track record of meeting or exceeding KPIs (retention rates, NPS, CSAT)
- Strong project management skills with the ability to handle multiple priorities and manage expectations with senior stakeholder
Nice to Have:
- Strong organizational skills and a self-starter attitude
- Prior experience with delivery service platforms
- Understanding of API integrations
- Degree in Business, Marketing, Engineering, Mathematics, or a related field
- Experience with SQL
- Familiarity with Freshdesk, GitHub, Postman, Kibana, or project management tools
- MBA or equivalent
Apply now if you wish to be a Piper.
