Founder's Office - B2B SaaS

Description :

Role & Responsibilities :

At Zenskar, weve proven productmarket fit and are scaling fast. Were now building out our Customer Success & Solutions function and were looking for a senior leader who can be both hands-on with customers today and a builder of the CS & Solutions org for tomorrow.

If youre looking for a fully-baked playbook to simply execute, this may not be the right fit. But if youre excited to create the playbook, drive customer outcomes, and shape a global CS motion from scratch, wed love to talk.

Youll work closely with the CS Lead, founders, and cross-functional heads to ensure every customer has a world-class experience from pre-sales to go-live to expansion.

You will be responsible for converting, onboarding, managing, and proactively ensuring success for our customers / prospective clients.

Pre-Sales - Understand client needs and craft custom demos and sandboxes, and present tailored solutions to clients

Pilot & Onboarding - Ensure smooth transitions from start to finish, proactively remove hurdles and drive successful launches

Post Go-Live Success - Continuously assess client health / satisfaction. Collaborate with our product and engineering teams to resolve issues

Client Relations - Be the voice of our clients. Maintain open communication channels with clients

Bridge to Product / Engineering - Translate client needs into action items. Keep clients informed on project progress and anticipate any delays

Documentation - Create and maintain customer success repository of docs, emails, videos, etc. to streamline client support

Diverse Contributions - To the extent that bandwidth allows, get involved in other aspects of the business e.g. sales, operations, marketing etc

Ideal Candidate :

• 4+ years of experience in Customer Success, Solutions Engineering, or related client-facing roles (startup / SaaS preferred).
• Comfortable working in US time zones (~3 : 30 am IST) to directly engage with customers.
• Ability to empathize deeply with customers, understand pain points, and translate them into solutions.
• Entrepreneurial mindset : thrives in ambiguity, loves wearing multiple hats, and drives outcomes without waiting for direction.
• Strong analytical and structured problem-solving skills.
• (Preferred) Computer science or technical background able to understand product at a granular level, with basic coding ability.
• (Preferred) Familiarity with accounting, revenue recognition, billing, or finance operations.
• High ownership, proactive communication, and bias for action.
• Collaborative, low-ego personality with a sense of humor.
• Not taking yourself too seriously.

Perks, Benefits and Work Culture :

Benefits (for full-time roles) :

(ref : iimjobs.com)