Senior Customer Success Specialist

Looking for 6+ years experience as a Senior Customer Success Specialist for a research-focused, product-based, US-based Startup

SciSpace is an AI-native platform for scientific research, designed to support researchers across their everyday workflows.

SciSpace is building the AI Research Co-Scientist - a product that helps researchers understand, create, collaborate on, and publish research faster. The company uses large language models to automate and streamline research workflows and make high-quality research more accessible to researchers, academics, students, universities, publishers, and R&D teams globally.

SciSpace is an AI, Education Technology, SaaS, and Enterprise Software company based in Bengaluru. The product has reached millions of users and operates in a fast-moving environment with frequent AI-powered feature launches, a high-ownership culture, and an ambitious mission to reshape how research is created and consumed.

The ideal candidate is self-motivated, empathetic, passionate about helping others, can communicate effectively with diverse groups, and has a desire to build a positive relationship with our users. Knowledge of Research writing is not a must, however, applicants interested in the domain are encouraged to apply! :)

Responsibilities:

Convert leads that have signed up into active customers.

Explain to prospects & customers how SciSpace works and how it can fit their needs.

Help customers who face any problems during registration.

Sustain business growth and profitability by maximizing value.

Analyse customer data to improve customer experience.

Hold product demonstrations for customers.

Evaluate and improve tutorials and other communication infrastructure.

Mediate between clients and the organization.

Handle and resolve customer requests and complaints.

Minimise customer churn.

Aid in product design and product development.

Work with the Engineering team to identify, track, and manage technical issues.

Turn the onboarding process into an amazing customer experience, and lead this initiative from ideation to implementation.

Be responsible for customer experience metrics along the early stages of the customer journey.

Own overall relationships with Global clients, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting them.

Work with the sales and marketing team to drill customer references and develop case studies.

Communicate effectively with senior-level management to understand customer needs, maximize retention and growth, and communicate learnings.

Maintain existing customer success metrics and data as directed.

Review the customer journey, identifying how it’s supported, taking a consultative approach in helping clients overcome issues and achieve business goals.

Work with Sales, Product & Tech teams to ensure that customer requirements are well understood and delivered on time with the utmost quality.

Collect feedback, monitor their satisfaction, and develop improvement plans to address concern areas.

Our ideal candidates would

6+ years of Experience in Customer-facing or relevant roles.

You should have proven experience working in a customer service position, preferably at a SaaS organization, with excellent knowledge of the latest trends and techniques in service management.

Ability to resonate with the concept of listening first, responding second.

Should be able to use the product and understand the problems/hurdles faced by the user

Exceptional Communication (authenticity, and empathy) to resolve customer issues.

Should be able to communicate about the product features in a way that is easy to understand

A desire to optimize workflow and automate repetitive tasks

Ability to work efficiently in a leadership role, take direction, and feel comfortable asking questions and offering help when needed.

Tech savvy - must have basic knowledge of different browser operations and be willing to work quickly at resolving technical issues

Highly organized and able to multitask.

Self-driven and proactive nature.

Excellent interpersonal skills.

Knowledge of customer success processes.

Experience in document creation.

Ability to generate insights from Structure and Unstructured Data

Company Culture

In the words of one of the employees:

Tons of independence

Mission led company which drives everything that we do

Great environment, great colleagues and we are well looked after

Fast-paced and constantly changing with an ambition to always do better.

Flexible hours

High impact projects and Highly talented co-workers