Job Description

Job description:

We are hiring : Customer Success Associate

The

Customer Success Team

plays a pivotal role in driving customer satisfaction, retention, and business growth. Acting as a strategic liaison between the company and its clients, this team ensures a seamless experience, maximizes product adoption, and fosters long-term success through proactive engagement and value-driven solutions.

Key Roles & Responsibilities

Establish and nurture strong client relationships to understand business objectives and align solutions accordingly. Drive product adoption and ensure customers derive maximum value from the offerings. Serve as the primary point of contact, proactively resolving issues and mitigating risks. Monitor customer health metrics and implement retention strategies. Collaborate with sales, product, and support teams to enhance the overall customer experience. Conduct regular business reviews, share insights, and identify growth opportunities. Assist in onboarding and training new customers for a smooth transition. Gather and analyze customer feedback, providing insights for continuous improvement. Assist in renewals and identify potential upsell and cross-sell opportunities. Develop and execute comprehensive onboarding programs to accelerate customer success. Educate clients on product features, best practices, and optimization strategies. Conduct webinars, training sessions, and personalized walkthroughs to enhance engagement. Facilitate a seamless transition from sales to the customer success team.

Key Skills & Competencies

Customer-centric mindset

- Deep understanding of customer needs with a proactive approach.

Exceptional Communication

- Strong verbal and written skills to articulate value and resolve concerns effectively.

Analytical & Problem-Solving Abilities

- Capacity to diagnose issues and implement data-driven solutions.

Technical Proficiency

- Familiarity with the product and ability to guide customers in leveraging it effectively.

Relationship Management

- Expertise in building and maintaining long-term client relationships.

Collaboration & Cross-Functional Engagement

- Seamless coordination with sales, product, and technical teams.

Experience & Qualifications

Bachelor's degree in Business, Marketing, IT, or a related field. 2-6+ years of experience in

customer success, account management, or a similar role

within SaaS, IT services, or B2B environments. Proficiency with

CRM tools

such as Salesforce, HubSpot, or Gainsight. Strong

presentation, negotiation, and stakeholder management skills

.

Key Performance Indicators (KPIs)

Customer Retention Rate

- Measures loyalty and churn prevention effectiveness.

Net Promoter Score (NPS)

- Gauge of customer satisfaction and advocacy.

Product Adoption & Engagement Metrics

- Tracking user interaction with key features.

Customer Lifetime Value (CLV)

- Revenue contribution of long-term customers.

Support Ticket Resolution Time

- Efficiency in resolving customer issues.

Office: Work from office

Dress code: Formals

Candidate should be Passionate about customer advocacy and delivering value-driven experiences, Adaptability in a fast-paced, dynamic environment, Strong ownership, accountability, and problem-solving mindset and an Empathy-driven app

Job Type: Full-time

Work Location: In person