Customer Success

About iMocha

iMocha Skills Intelligence Cloud™ is One unified platform that delivers 'Skills-first' for Talent Acquisition(FTE & Contingent) and Talent Management for Upskilling, Reskilling, and Internal Mobility – any job role, any industry and at scale.We help enterprises make intelligent talent decisions and build strong teams, from hire to retire. Today,iMocha is serving more than 400 customers and has helped organizations in acquiring or upskilling more than 200k+ employees with more than 3 million+ assessments.

Department: Customer Success

Location: WFO - Pune [Hybrid] (iMocha, Sangamvadi)

Overview:

As a major contributor in Customer Success, you will have to understand customer requirements, current ongoing projects and outcomes through ongoing discussion and interactions. Make customers successful by liaoning with internal stakeholders and teams and ensuring success of the project. Create champions for the account and ensure advocacies are received in the accounts.

What you should be good at :

• Aligning with key customer stakeholders to establish a stronger customer relationship management program (stakeholder mapping).
• Communicate with key stakeholders to provide value during each touch point.
• Quickly understand the business problem stakeholders are planning to solve and gather metrics to gauge the progress in achieving their goals.
• Work with internal cross-functional teams (product, sales, pre-sales, marketing, product marketing, support etc.) to ensure customer's issues/solutions are addressed.
• Increase customer satisfaction by implementing the solution in a way which leads to successful outcomes. Understanding business needs and providing additional Interview Mocha solutions and resources.
• Act as an escalation point to drive problem resolutions in a timely and proactive manner.
• Hands on Experience in handling any CSM tool.

Requirements:

• Excellent business communication skills – able to communicate confidently and effectively with clients and internal stakeholders.
• Strong business acumen – preferably an MBA from a reputed institution, with a specialization in Sales, Marketing, or Strategy.
• Strong presentation skills — able to build and deliver client-facing decks
• Relevant 2–3 years of Customer Success experience, preferably in a B2B SaaS environment, with exposure to client relationship management, product adoption, and customer engagement.
• AI-first mindset – comfortable using AI tools such as Claude and other AI-powered tools to improve productivity, problem-solving, and customer outcomes.
• Customer-centric approach – understands customer needs, proactively identifies challenges, and focuses on delivering measurable value..

Why Join iMocha

• Work with an AI-first SaaS product - A customer success professional will get exposure to AI, Talent Management,HR-Tech, and enterprise SaaS.
• Own meaningful customer relationships
• Work with enterprise customers
• Strong learning curve
• Collaborative culture- The TICC values—Trust, Innovation, Customer First, and Collaboration—align strongly with what makes a successful Customer Success team.
• Employee development & benefits - iMocha provides benefits such as an annual learning budget every year, health insurance including parents, employee recognition programs, and opportunities to participate in AI initiatives.
• Customer Success has strategic importance - In a SaaS, Customer Success directly influences customer retention, adoption, renewals, expansion, and customer advocacy—making it a business-critical function rather than just a support role.

Skills Required
product adoption , Customer Engagement, Customer Relationship Management