Customer Success Manager

Our customer success team works with Enterprise customers spread across North America(70%), Europe, Middle East and Rest of the world (30%).They work as consultant business partners for our customers, driving high-growth for them;while working closely to build and launch apps, drive installs, create and convert engagingmarketing campaigns, and draw insights from in-depth analytics. A large focus of the customersuccess team is to scale the business and grow revenue for merchants via their mobile app builton our platform.What you will do:● Create plans for the success of your customers while collaborating withsales,engineering and product teams. You own,track and improve performance metricsfor customers along with revenue growth.● You will be responsible for on-boarding and training new customers on the platform● Act as a Strategic Consultant for your customers to develop a deep understanding oftheir business goals and motivations● Provide recommendations for campaigns, features, growth strategies and ensure aseamless shopping experience for the merchant’s customers● Coordinate with support & tech teams to resolve product issues● Build a trustworthy relationship with customers to ensure retention & reduce churn. Whilecontinuously working with them to derive value from the platform● Prepare weekly/monthly business reports and assist customers with strategies toimprove business growth and track their month on month usage of the platform● Partner closely with cross-functional teams to translate business needs and productrequirements into new solutions for customers● Strategically manage account escalations & provide timely resolutions● Help drive customer references and case studies● Optimize existing business processes and work on customer success initiativesWhat we are looking for:● 2 to 12 years of proven experience in an Account Management/Customer Success orConsulting role in a B2B SaaS or a tech company● Experience in the ecommerce ecosystem is a huge plus along with an understanding ofthe customer lifecycle● Should be open to working in the US time zone (5pm IST to 2am IST)● Can take ownership of the customer relationship post sales and give strategic solutionsto grow the account● Strong interpersonal skills and experience in building relationships in different capacitieswith a wide range of customers● Experience or understanding of Digital Marketing/Growth to drive results● Can work smoothly across engineering, sales, marketing and support teams in a fastpaced environment● Customer centricity as a philosophy in all interactionsBenefits:● Competitive Salary● Flexible work hours. We value work-life balance● Opportunity to work with some of the biggest Enterprise customer