Sr, Customer Success Manager

What is the role

As the Senior Customer Success Manager, you will lead the onboarding and post-sales efforts in

building and delivering value to our clients. You will be advising, assisting, and guiding the

Company clients about Empuls (Company product) to ensure complete adoption of its features -

thereby enhancing the product usage and business growth. You will be responsible for product

metrics like NPS, churn, MAU, etc

Key responsibilities

1. Involve actively in the complete lifecycle from the pilot, onboarding to the complete

duration of the subscription period.

2. Establish deployment goals and success factors and then develop a plan to carry them out

successfully.

3. Guide, educate, and train the client teams on product adoption.

4. Monitor, document and analyze the progress towards the stated goals and results.

5. Have a data-driven approach in providing solutions for the identified usage gaps.

6. Build value-based relationships with the clients as the single point of contact.

7. Identify right business use cases where Empuls can be applied and work with the client

for getting them implemented ensuring measurable results.

8. Drive opportunities for cross-selling and upselling.

9. Negotiating and closing renewals with existing clientele.

10. Communicate and brainstorm with the product team on customer feedback and help

refine the product roadmap.

11. Work with the marketing team to execute customer surveys, case studies, usability tests,

etc.

Whom will you work with

You will closely work with the product team. You will report to the product team.

What are we looking for

An enthusiastic individual with 4-8 years of experience in customer success in an HR

tech/ SaaS company.

Experience managing customers (Small, mid and large) and handoff from Sales to

onboarding to customer success.

Relevant experience in account management and customer success, preferably for SaaS

products.

Bachelors/Master's degree in any HR, Tech, MBA etc.

Strong interpersonal skills with excellent listening skills and empathy quotient.

Excellent written and verbal communication.

Self-motivated, team player with a high focus on customer centricity and delight.

Expertise in handling client issues and servicing the client in a fast-paced environment.

Preferred experience in the HR domain and Technical skills.

What can you look for

Challenging opportunity, tough problems, and a very good growth path. An excellent opportunity

to work with a team of highly talented young professionals. We also offer a whole load of

benefits to make your stay enjoyable with this company.

We are,

A SaaS commerce company helping organizations enhance employee engagement by offering

products in the area of rewards & recognition, employee surveys via Empuls, incentive

management via Compass, and an e-commerce product catalog via Plum. We welcome you to

explore the website to learn more about us.

Way forward,

If you find this role exciting and want to join us at Bangalore, India, then apply by clicking

below. Provide your details and upload your resume. All received resumes will be screened,

shortlisted candidates will be requested to join for a discussion and on mutual alignment and

agreement, we will proceed with hiring .