Customer Success Lead

ConfidentialGurugram, Gurgaon / Gurugram, India

6 days ago

Job description

Skills : Excellent communication skills. Good with software products.

Experience : At least 1 year experience at a SaaS company

Office location : WeWork Platina, near Sikanderpur Metro Station, Gurugram

Work Policy : In office

About the role

We are seeking a passionate and driven Customer Success Lead to join our team and play a critical role in ensuring our clients achieve maximum value from our SaaS product. As a Customer Success Lead, you will be the voice of our customers and a key bridge between them and our product team. This is an exciting opportunity to make a real impact on customer satisfaction and contribute to the growth of our company.

Responsibilities

This is a high-ownership individual contributor role. You'll be the first Customer Success hire, responsible for building and running the function end to end — but without direct reports to begin with.

Customer support : Provide ongoing support, answer customer questions via chat, emails and video calls. C
Gather feedback : Gather customer feedback (NPS score), conduct interviews, collect testimonials, identify pain points, and effectively communicate their needs to the product team to drive product improvements.
Automation Champion : Identify opportunities to automate tasks related to support, onboarding, and email communication to improve efficiency and scalability.
Customer communication : Craft and send onboarding email sequences and collect customer reviews.
Proactive Customer Success : Proactively engage with clients, build strong relationships, and ensure they have an exceptional experience with our product.
Data-Driven Approach : Track and report on key customer success metrics (e.g., customer churn, product adoption, customer satisfaction) and do customer segmentation.
Product improvements : Gather and organise bugs, improvement proposals and feature requests and coordinate with the product team to get those implemented.

Qualifications

Proven Experience : 1+ years of experience at a SaaS company.

Excellent Communication : Exceptional oral and written communication skills with the ability to clearly explain technical concepts.

Customer-Centric Approach : A genuine passion for helping customers succeed and a strong commitment to providing outstanding service.

Ownership-Driven : Ability to work independently, take initiative, and manage multiple tasks effectively.

Tech Savvy : Comfortable using various software tools and platforms.

Automation Mindset : Interest in identifying and implementing automation solutions to streamline processes.

Team and Culture

At Sumtracker, we foster a culture that values autonomy, ownership, and transparency. Here's what you can expect.

Process-driven and autonomous : We have well-defined processes that empower you to work independently and take ownership of your tasks.

Transparency : We believe in open communication and keep everyone informed about company progress and individual contributions.

Direct feedback : Share your thoughts and ideas directly with the founders, fostering a collaborative environment.

Team bonding : Work in a beautiful office at WeWork Platina Tower where every day is exciting

Skill development : Enhance your skills with company-sponsored courses

Skills Required

Customer Support, Automation, customer feedback, customer communication

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Customer Lead • Gurugram, Gurgaon / Gurugram, India