Customer Success Manager

  • Customer Success
  • Gurugram, India

Customer Success Manager

Job description

Customer Success Managers are the voice of our customers at inFeedo. We're looking for people who have demonstrated excellent customer retention skills with an ability to translate business needs into product specifications will have an edge.


No. of positions: 1

What will you be doing?

  1. Customer Retention: Through collaboration with Product/Tech teams, provide consulting services for a specific set of customers and maximize their ROI. Increase renewal rates and reduce churn.

  2. CSAT: Ensure high customer satisfaction scores, manage customer health status, adherence to tickets SLAs and create a company-wide customer feedback loop.

  3. Project Planning: Review project plans using pre-defined templates. Ensure weekly status updates.

  4. Product Launches/Manage Customer Enhancement Requests: Ensure timely launches as per plan. Work closely with product/tech teams to explore the feasibility of technical enhancement requests.

This role offers exciting opportunities to interact with some senior industry leaders and build long-lasting customer relationships that create deep customer satisfaction and product adoption. Go for the extra mile, by not only solving their issues but delighting them thanks to your simple, efficient, and caring communication.


Who will you work with?

SamPalash, Tanmaya, and of course the rest of the jovial inFeedo team you'll find at the end of this page.

Requirements

What skills do you need?

  1. Experience:

    1. Total: 2.5 to 5 years of total work experience with a proven delivery and retention accountability in a  customer-facing organization, preferably enterprise technology in customer success.

    2. Domain: Specifically, experience managing large/enterprise customers will be an advantage.

  2. Mentoring: About two years of experience in managing a small team, including writing performance evaluations. (Preferred)

  3. Critical Skills: Excellent communication, presentation, customer calls facilitation, and relationship building skills. Ability to manage influence through persuasion, negotiation, and consensus-building.

  4. Bonus Points
    1. Experience in B2B SaaS
    2. Alignment to our core values


What happens after you apply?

  1. Within 30 days of your application - which is wholesome, original & expressive - our People Team will reach out to you for a quick chat.

  2. Within 4-6 days of chatting with the People Team, you will get a call from someone from your future team to discuss the job role.

  3. If all goes well, we’ll welcome you to our office for your future manager to deep dive into the role with you and for you to show off your skills through a small task.

  4. After a quick interaction with the People Team, If our vibes match, a tête-à-tête with the founding team follows

  5. Finally, we high-five and jot down the next steps for you to come join us. :)

  6. At any step, if things don't work out, we proactively send an email. You are welcome to ask for feedback and reapply in future :)


Our expectations before you click “Apply Now”


Perks 

Top 7 reasons that make inFeedo a great place to work:

  • Limitless horizontal & vertical growth opportunities across functions

  • Employee Stock Options

  • Quarterly BadAss Bonuses 

  • Mentorship from Industry Leaders

  • Flat Hierarchy

  • Sponsored Participation for HRTech/Networking events 

  • Competitive Referral Policy

5 other reasons that make inFeedo a great place to work:

  • Flexible PTO (Paid Time Off)

  • Competitive Salaries & Pay for Performance Culture

  • 100% Mental Health Cover  

  • Macbooks

  • Weekly Team Celebrations


We are an equal opportunity employer and value diversity at inFeedo. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status or education. [Passion>Skills>Education]



Keywords: HR Tech, SaaS, Customer Success, Project Manager, CSM, Onboarding, Launches, Renewals, Customer Relationship Management, Communication, Up-Sell, Cross-Sell