Company Description
AasaanWill is India's leading online Will writing platform, backed by Tim Draper, Techstars, The Times Group, and several renowned angels. We provide legally vetted, valid, easy, and affordable online Will writing solutions. Our mission is to solve succession planning for India while educating a largely unorganized and unaware market. With the rise in nuclear families, a Will becomes the single most important legal document to ensure loved ones are taken care of in unforeseen circumstances.
Senior Customer Success Manager
Location: Bangalore or Hyderabad, India Experience: 5+ Years Industry Preference: Banking, Financial Services, or Insurance (BFSI)
Role Overview
We are looking for a high-energy, proactive Senior Customer Success Manager to serve as the face of our brand. This isn't a traditional support role; you will be a strategic growth partner for our clients. Your mission is to deeply integrate into our customers lives/businesses, curate exceptional experiences across the entire service lifecycle, and transform satisfied clients into active brand evangelists.
Core Responsibilities
- Drive Viral Growth: Own the referral engine with a target of increasing our K-factor to 1.5 and above. You will design and execute strategies that make referring our service second nature for our clients.
- Lifecycle Management: Map and optimize the customer journey from onboarding to long-term retention, ensuring high engagement at every touchpoint.
- Strategic Upselling (Wallet Share): Act as a consultant rather than a salesperson. By deeply understanding client needs, you will recommend relevant new products and services to increase account value.
- Community & Event Marketing: Organize and lead offline events and networking meetups to foster community and acquire new high-value customers.
- Social Proof Ownership: Strategically capture, record, and manage high-quality video testimonials, written reviews, and case studies to build brand authority.
- Customer Intelligence: Maintain a 360-degree view of the customer, integrating feedback and behavioral data to personalize the service experience.
- Field Engagement: This role involves active travel to meet clients in person, attend events, and build face-to-face rapport.
Requirements
- Experience: Minimum 5 years in Customer Success, Relationship Management, or Account Management.
- Domain Expertise: Prior experience in Insurance or Banking is highly preferred, as you'll need to navigate complex financial products and regulations.
- Growth Mindset: A proven track record of hitting growth targets (referrals, renewals, or upselling).
- Communication: Exceptional storytelling and interpersonal skills, with the ability to command a room during offline events.
- Proactive Thinking: You don't wait for a ticket to be raised; you anticipate client needs and market shifts before they happen.
- Technical Savvy: Comfortable using CRM tools and video recording equipment/software for capturing testimonials.
Key Competencies for Success (Bonus Points)
To find the absolute best fit, we look for candidates who also demonstrate:
- Analytical Prowess: Ability to track and report on metrics like Net Promoter Score (NPS), Churn Rate, and Referral conversion.
- Project Management: Experience managing surprise and delight initiatives or loyalty programs.
- Emotional Intelligence: The ability to handle high-net-worth individuals or complex corporate clients with empathy and professionalism.
- Adaptability: Comfort with a role that balances desk-based strategy with on-the-road execution.
Answer for screening question: 87654
