Sr. Customer Success Associate

SocialPilot is looking for a Customer Success Specialist to join our team. You will build meaningful SaaS products in the Martech space that the customers love. You will be part of a highly collaborative group of creative problem solvers with a passion for innovation. In this role, you will collaborate with cross-functional product teams, including UX and UI designers, product managers, engineers, customer success managers, and marketing managers.

This role is onsite role, Ahmedabad

What you will do

• Help customers understand SocialPilot as a product.
• Understand the use-cases customers are trying to fulfill. Understand their workflows. Suggest workarounds where possible.
• Inform the product team about gaps in the product and potential ways to get better. Help them prioritize what you know is important for our target customers. Even make a fuss if that s what it takes.
• Track product usage for our priority customers and intervene as needed.
• Be that person who connects the product, design, engineering and marketing teams with the customer.

What are you like

• 3-5 years of experience in any customer facing role OR any real evidence of customer empathy. Understanding of product principles is a bonus.
• Must be from B2B Saas Company
• By far the most important: excellent written communication skills. You should be able to understand, break down, and describe problems and solutions at length without needing to use ChatGPT.
• Open to working in a hybrid shift with an overlap in hours with US time zones.
• A sense of humor.

About SocialPilot

SocialPilot empowers over 12,000 agencies and SMBs to manage their social media publishing, analytics, and social engagement while collaborating with their team and clients.

We re a high-growth bootstrapped B2B SaaS company with healthy profitability and a solid runway.

SocialPilot is nominated as one of the 5 startups across India for the prestigious Economic Times Startup Awards in the Bootstrap category.

Our impact so far

• Helped 12,000+ marketing agencies and SMBs across the globe
• 5 billion+ social media posts published
• One of the fastest-growing SaaS companies in India as listed by Inc 42
• Ranked as a Leader consistently by G2, Capterra, SoftwareSuggest, and TrustRadius
• Nominated as one of the 5 startups across India for the prestigious Economic Times Startup Awards in the Bootstrap category
• Named as the Top 10 Bootstrapped Startups in India
• Consistently ranked as a Great Product consistently by G2, Capterra, and TrustRadius
• Officially a Great Place to Work TM - Certified startup
• Rated by YOUR STORY as the Number 1 social media scheduling tool

What we believe in

• Customer Obsession: We put customers first while making decisions and planning future goals
• Ownership: We believe in taking ownership of areas that we re working on. We own up to our successes and failures. Moving the needle matters more than just busywork
• Relentless: When it comes to creation & innovation, we stop at nothing. We might fail at the first attempt, but we rise back fast to try again.
• Nimbleness: We respond rapidly to changing circumstances and customer needs
• Collaboration: Our collaboration efforts extend to our partners and customers along with our internal team. We are stronger together.

Why join SocialPilot?

• Complete transparency on strategy, business metrics, key performance indicators, and major initiatives across the organization
• No micromanagement: Own up your work and be accountable without the need for close supervision.
• Great team: Work with a great team with diverse backgrounds from world-class organizations
• Personal growth: Design a personal learning plan and utilize organizational resources to achieve the goals.
• Best in class health and medical benefits
• Profit-Sharing Plan: We reward our high-performing employees by actually sharing profits with them. The profits for the year 2021 were shared with the team in the final week of December
• Staycation: Every year, choose anywhere in the world to stay for a month; we will take care of the expenses!
• Open Door Policy: Strong communication and transparency go a long way in creating stress-free workplaces. Got a question? Just ask the right person without any bureaucracy
• Zen-like Workspace: A modern, aesthetically pleasing workspace with an all-inclusive cafeteria and dedicated conference/meeting rooms if you decide to work from the office