Customer Success Associate

Customer Success Management is a role that is defined in various ways in the industry, but at its core, it is all about making the customers successful and making them realize the value of the services we offer

A good Customer Success Associate must have a thirst for knowledge, the ability to learn quickly, easily grasp new software applications, and act as a conduit between the customer and our company

As a Customer Success Associate, you shall manage a portfolio of customers, develop relationships with multiple stakeholders, drive product adoption, work on their value realization and also help their expansion over time

This role caters to customers in the US, EMEA and Australia regions

The portfolio and shifts would be decided based on business needs and individual skills

Qualifications:

2-4 years of experience in a B2B SaaS domain and Customer-facing roles like Customer Success, Sales or Customer Support, focused on US & EMEA customers

Should have experience in engaging with Senior Executives

Graduation in Science, Engineering, and Commerce fields from an accredited college or university

A postgraduate degree would be beneficial

Key Responsibilities:

Build value-based relationships with the customer stakeholders, build them into champions and advocates

Own the customer journey, and ensure product adoption, renewal, and identification of expansion opportunities

Identify product usage gaps and consult with the customer on the actionable solutions

Collaborate closely with Account Managers and Account Executives to identify and close opportunities for upselling, cross-selling, and development of customerssuccess plans based on their desired outcomes

Drive customer advocacy through reviews, testimonials, references, customer meetups, webinars, case studies, etc,

Must-Have Skills:

Exceptional ability to communicate and foster positive business relationships with customers as well as internal stakeholders

Exemplary written and verbal communication skills to work with global customers

Experience working with at least one Customer Success tools like Gainsight, Totango, ChurnZero, or similar ones

Strong problem-solving and analytical skills with the ability to derive actionable insights and recommendations from data

Proven track record of driving customer success and retention

Ability to work across varied customer segments

Good understanding of SaaS and business processes

Ability to manage customers at scale and function in fast paced environments

Good-to-Have Skills:

Ability to translate customer needs into technical requirements for internal stakeholders

Has worked with global customers, and across different segments in the past

Other essential qualities for this role:

Customer-first mindset is a must

Bias for action and a sense of urgency to get things done for customers

Able to multitask efficiently under time pressure

Sense of accountability

Benefits/Perks:

Opportunity to work and collaborate with a global team spread across 6 countries

Routine hackathons and learning boot camps to promote knowledge sharing

About SaaS Labs

SaaS Labs is a global SaaS company powering Sales and Support teams of over 7000 growing businesses with its software ecosystem focused on automation, productivity, and collaboration

One of the fastest-growing companies in India, SaaS Labs is backed by leading investors such as Sequoia, Base10 Partners, and Eight Roads

Currently, their portfolio of products includes JustCall (Contact Center Software), Helpwise (Shared Inbox), Dialworks (Sales Readiness Platform), EasyCalendar (Scheduling Software), CallPage (Callback Automation), Atolia (Collaborative Workspace), and CallRoot (Call Tracking and Analytics)

SaaS Labs is a diverse international team of passionate problem solvers

With innovation, experimentation, and customer obsession at the heart of its ethos, the company has been honored with 30+ innovation awards including the coveted Deloitte Technology Fast 50 and FT High Growth Companies (Asia Pacific)