Sr. Customer Success

Job Title: Sr. Customer Success

This is an exciting opportunity to join a fast-growing SaaS organization delivering innovative ERP and CRM solutions to a global customer base. We are seeking a customer focused professional with strong product knowledge and a passion for delivering exceptional user experiences and long-term customer success.

Location: Mumbai

Job Type: Full-time

Experience Level: 3+ years

Working Days: 5 Days (Rotational Week Off)

About The Role:

You will act as a product subject matter expert, working closely with internal teams and customers to support product adoption, training, and ongoing success. The role involves delivering product demonstrations, conducting user training, managing application support, and resolving customer queries across the product lifecycle. This position requires close collaboration with cross functional teams and business partners to ensure high service standards and customer satisfaction.

Profile Required:

• 3+ years of experience in Customer Support / Success.
• Understanding about ERP/CRM software products.
• Knowledge on Product demonstration and providing training to the end users.
• Expert in handling customer queries.
• Good to have knowledge on Cloud / SAAS base application.

Key Roles & Responsibilities:

• In-house Product Subject Matter Expert
• Responsible for internal and external product training.
• Providing application support to the end-users.
• Performing Manual functional and regression testing of features before release
• Diagnose, analyse and solve client queries/issues.
• Responsible for product roll out to customer
• Manage customer expectations and wish lists
• New Features and changes sign off
• Responsible for working with cross functional teams and business partners.
• Responsible for Customer service and support team.