Customer Success Specialist

Customer Success Specialist (CSS)

Location : Ahmedabad, Gujarat

Experience : 2–3 years

Function :

Relationship Management & Retention

About the Role

As a Customer Success Specialist, you will play a pivotal role in building long-term, value-driven relationships with our clients. You’ll ensure they remain engaged, satisfied, and consistently derive maximum value from our platform. This role calls for a consultative mindset, excellent communication, and the ability to positively influence customer adoption and retention.

Key Responsibilities

Act as the primary point of contact for key accounts post-onboarding.

Lead and execute client onboarding processes smoothly and effectively.

Build strong, meaningful relationships with client stakeholders and understand their marketing objectives.

Monitor platform usage, identify potential risks, and drive proactive client engagement.

Educate clients on new features, campaign best practices, and overall performance optimization.

Collaborate cross-functionally to resolve issues and integrate client feedback.

Drive renewals, upsells, cross-sells, and customer advocacy initiatives (testimonials, case studies, etc.).

Conduct periodic business reviews and share actionable insights to enhance platform utilization.

Advocate client needs internally while aligning with the product roadmap and company objectives.

Maintain accurate CRM documentation and track key client success metrics.

Requirements

3+ years of experience

in Customer Success or Account Management, preferably in a SaaS environment.

Strong understanding of

digital marketing, influencer marketing, or ad-tech tools .

Proven ability to manage multiple accounts with a structured, strategic approach.

Excellent

communication, negotiation, and presentation

skills.

Hands-on experience with tools such as

HubSpot, Gainsight, Intercom, Mixpanel , or similar platforms.

customer-first mindset

with strong analytical and problem-solving skills.