Customer Success Associate

About Zarthi :

The name "Zarthi" is derived from "Sarthi," signifying a true partner to every business. Our aim is to deliver solutions that effectively address real business challenges and accelerate growth.

We currently offer two core solutions :

Zarthi for Services : This solution operates on a pay-as-you-use model , delivering defined business outcomes through the integration of expert personnel, streamlined processes, and cutting-edge technology across more than 25 Practices, including CloudOps, DevOps, Development, Product, Design, Security, QA, and more.

Zarthi for Payments : A unified payment solution designed for global tools and technologies, built upon a transparent, open-book cost-plus model . We have successfully supported over 100 customers across more than 15 industries, facilitating access to providers with a combined $50M+ in Annual Recurring Revenue (ARR).

Transparency, trust, and accountability are foundational to Zarthi's ethos.

We invite you to be a part of our journey and we are currently looking to expand our team with skilled and motivated professionals who are eager to take on real business challenges, work with cutting-edge technologies, and grow in a fast-paced, collaborative environment.

For more information, please visit our websites : the Job Role :

We are seeking a dedicated and data-driven Customer Success Associate (CSA) to join our team. In this role, you will focus on improving the overall customer experience by managing key performance indicators (KPIs) such as Sentiment Analytics, Engagement Scores, and Request Completion SLAs. You will conduct regular Business Reviews and Check-ins with customers, aiming to ensure satisfaction, retention, and growth. The ideal candidate will be proactive in identifying opportunities for improvement and driving positive change in customer relationships.

Key Responsibilities :

• Monitor and Analyze KPIs : Track and analyze key performance indicators such as customer sentiment, engagement scores, and service request completion SLAs. Use data-driven insights to drive customer success strategies and ensure customer satisfaction.
• Customer Health Monitoring : Regularly monitor customer health and provide actionable insights based on KPIs to prevent churn, identify risks, and capitalize on opportunities for expansion.
• Business Reviews & Check-ins : Conduct regular business reviews and check-in meetings with customers to assess performance, review KPIs, understand customer needs, and align our solutions with their goals.
• Proactive Customer Engagement : Drive proactive customer engagement by ensuring timely responses to requests, managing project timelines, and facilitating necessary product or service updates.
• Continuous Improvement : Identify trends from sentiment analytics and engagement data to suggest product improvements, processes, or personalized customer strategies that drive a positive customer experience.
• Cross-Functional Collaboration : Work closely with the Product, Support, and Sales teams to align customer feedback and performance data with ongoing product development, feature enhancements, and support processes.
• Customer Education & Empowerment : Deliver regular training and resources to customers based on their needs and product usage data to ensure they are maximizing the value of the product.
• Escalation & Issue Resolution : Identify and address customer issues in a timely and effective manner, working with relevant teams to resolve critical customer concerns and ensuring an optimal experience.
• Customer Retention & Growth : Focus on driving customer retention, satisfaction, and growth by fostering strong relationships, ensuring customers are realizing value, and identifying opportunities for upsell or cross-sell.
• Reporting & Documentation : Maintain accurate records of customer interactions, performance metrics, and follow-ups in the CRM system. Regularly report on KPI trends, account health, and customer feedback to internal stakeholders.

Required Qualifications :