Customer Sucess Associate

Key Responsibilities :

Seller Onboarding & Training : Drive end-to-end onboarding for sellers, nurture leads, and deliver structured product training to ensure seamless adoption.

Retention & Churn Analysis : Identify churn risks by analyzing uninstall data, engage customers through preferred channels, and implement retention strategies.

Subscription Renewals & Account Management : Manage paid seller accounts, foster strong relationships, and ensure subscription renewals and platform satisfaction.

Real-Time Engagement & Support : Monitor new installations / uninstallations, provide timely follow-ups, and deliver instant support via integrated helpdesk systems.

Lead Conversion : Transition free, trial, and expired-license users into paid subscriptions through proactive engagement.

Multi-Channel Outreach : Engage sellers via email, calls, and other channels to increase activation and engagement.

Trial Period Optimization : Support sellers during trial periods to ensure successful onboarding and first-payment conversion.

Revenue Growth : Drive Monthly Recurring Revenue (MRR), Annual Recurring Revenue (ARR), and one-time sales through strategic engagement.

Proactive Lead Handling :

Manage inbound queries, initiate engagement with active visitors, and optimize conversion strategies.

Upselling & Cross-Selling : Promote additional apps and services using consultative selling and case studies.

Lead Monitoring & CRM Management : Track CRM leads, follow up to improve conversion, and streamline the sales funnel.

Support & Issue Resolution : Handle support tickets, minimize escalations, and collaborate with developers for issue resolution.

Product Feedback & Enhancement : Collect seller insights, log product improvement requests, and collaborate with internal teams for optimization.

Customer Satisfaction & Advocacy : Ensure exceptional customer experience, proactive engagement, issue resolution, and generate reviews.

Performance & Time Management : Manage daily productivity effectively across chat support, outreach, and engagement activities.

Skills Required

Customer Success, Account Management, Business Development, Saas, Ecommerce, CRM Tools