Customer Success Manager

At SaaS Labs (makers of JustCall), we’re building AI-powered tools that help 6,000+ businesses worldwide sell smarter, support faster, and grow better.As a Customer Success Manager, you shall manage a portfolio of customers, develop relationships with multiple stakeholders, drive product adoption, work on their value realisation and also help their expansion over time.It 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 realise the value of the services we offer. A good Customer Success Manager 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.Qualifications:3-8 years of experience in B2B SaaS Customer SuccessShould have experience in engaging with C-level and Senior ExecutivesGraduation in Science, Engineering, and Commerce fields from an accredited college or university. A postgraduate degree would be beneficialKey Responsibilities:Build value-based relationships with the customer stakeholders, build them into champions and advocatesOwn the customer journey, and ensure product adoption, renewal, and identification of expansion opportunitiesFacilitate user onboarding and ensure optimum usage of the product by the usersIdentify product usage gaps and consult with the customer on the actionable solutionsMonitor customer health metrics and proactively address any issues or concernsConduct regular executive business reviews to keep track of evolving customer objectives and showcase valueContribute to the refinement of the product roadmapCollaborate closely with Account Managers and Account Executives to identify and close opportunities for upselling, cross-selling, and development of customers’ success plans based on their desired outcomesDrive customer advocacy through reviews, testimonials, references, customer meet-ups, webinars, case studies, etc.Optimise existing processes within the organisation and actively enhance all customer success initiativesMust-Have Skills:Exceptional ability to communicate and foster positive business relationships with customers as well as internal stakeholdersExemplary written and verbal communication skills to work with global customersExperience working with at least one Customer Success tool like Gainsight, Totango, ChurnZero, or similar onesStrong problem-solving and analytical skills with the ability to derive actionable insights and recommendations from dataProven track record of driving customer success and retentionAbility to work across varied customer segmentsGood understanding of SaaS and business processesGood-to-Have Skills:Ability to translate customer needs into technical requirements for internal stakeholdersHas worked with global customers and across different segments in the pastOther essential qualities for this role: A customer-first mindset is a mustBias for action and a sense of urgency to get things done for customersAble to multitask efficiently under time pressureSense of accountabilityBenefits/Perks:Opportunity to work and collaborate with a global team spread across 6 countriesRoutine hackathons and learning boot camps to promote knowledge sharingAbout 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 Peak XV Partners, Base10 Partners, and Eight Roads. Currently, our 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).