Key Responsibilities :

- Understand customer outcomes by communicating with customers, analyse customer health metrics, run NPS

- Represent the voice of the customer to provide input into every core product, marketing and sales process

- Collaborate closely with sales, product to support renewals and expansion/upsell opportunities

- Serve as the primary contact for the onboarding of new customers as well as post go-live support

- Gauge customers- levels of engagement with the company and provide feedback to the other teams regarding product and service improvements.

- Provide insights to customers to ensure that they get the most out of the platform with the aim of helping grow our customer base

- Would be required to build up the CS team

Requirements :

- 3-5 Years of customer success experience in SaaS for B2B clients in US & EU

- Extensive track record of working in a customer facing role

- Experience of working with live chat platform useful but not essential

- Experience building & maintaining relationships, while working to mitigate churn & drive renewals

- Knowledge/Experience of Hubspot CRM & project management tools

- Experience of setting up & analysing Csat &/or NPS scores to understand & drive engagement/retention/upselling

- Scrum certification &/or PMP certification would be given preference

- Should have managed a team size of 3 to 5 people

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