Provakil - Manager - Customer Success (4-5 yrs)

Job Title: Customer Success Manager (B2B SaaS)

Location: Pune

Experience: 4+ years in B2B SaaS in a client-facing role

About the Company:

Provakil is a cutting-edge legal operations management suite for enterprises. It provides an integrated SaaS platform for legal teams to manage litigation, contracts, compliances, and intellectual property with customized workflows and analytics. With advanced ML/AI capabilities, Provakil automates legal data updates from over 8,000 courts, trademark/patent registries, and other sources. Trusted by 100+ companies and 50+ law firms, Provakil helps drive efficient legal operations through innovative solutions.

Key Responsibilities:

Customer Account Management:

- Improve the customer journey and own all aspects of account management, including retention, driving adoption, and growing customer accounts.

- Act as the main point of contact for customer queries related to billing, subscriptions, account usage, upgrades, and user enablement.

- Be the escalation point of contact for any issues or concerns raised by customers.

Customer Success & Enablement:

- Provide resources for user training, enablement, and adoption to ensure customers maximize product value.

- Maintain high service standards to ensure customer satisfaction and retention.

Product Expertise & Feedback:

- Develop a deep understanding of the product, customer problems, and solutions.

- Gather and analyze customer feedback to identify recurring issues and work with internal teams to address them effectively.

Communication & Support:

- Manage incoming calls and emails, ensuring prompt follow-ups and resolution of customer concerns.

- Create and maintain dashboards and reports (daily, weekly, monthly) to monitor customer success metrics.

Advocacy & Growth:

- Educate and advocate for the product, exploring opportunities for account upgrades and increasing user adoption.

Required Candidate Profile:

- Experience: 4+ years in B2B SaaS in a client-facing role.

Skills:

- Strong understanding of product, solutions, users, and customer needs.

- Excellent soft skills for building and maintaining customer relationships.

- Great at project management with the ability to multitask and prioritize.

Why Join Provakil?

Provakil offers a unique opportunity to work with a cutting-edge SaaS platform trusted by leading enterprises and law firms. You'll play a pivotal role in shaping customer success while working with a highly motivated and innovative team in the legal tech space.