CustomerGlu Hiring for Customer Success Manager at Bangalore Full Time

We are a fast-growing SaaS engagement platform based in Palo alto and office in Bangalore. We have leading Indian and international brands in our portfolio like PaytmMoney, Mamaearth, Bookmyshow, Ula, and Zolve.

Vision:

• Companies in name of scaling growth, spend $$$$ in acquisition only to lose 70% of their users in the first 3 days. The tools used post-acquisition are used to send push notification, pop-ups, and emails- which appears spammy and does not help retain users in a standalone way.
• New age product teams focussed on retention and engagement try and build in-app gamification with engineering teams at their disposal but find it hard to experiment beyond the first version and hence don’t see results.
• Our vision is to bring a platform for product and growth teams to get creative and experiment with rich in-app gamified experiences that drive a casual user to become a power user and thus saving $$$$ in acquisition money lost and getting $$$$ in LTV.

Responsibilities and ownership:

• Onboard new customers post-sales and help them become acquainted and find value with the product
• You will work with cross-functional teams (e.g. Design, Product, Sales, technology) to quickly come up with solutions that achieve customer objectives and help in resolving issues that customers have and documenting them for future reference.
• You will be working towards constantly improving and owning customer health metrics like product implementation time, CSAT, LTV, repeat purchase, churn, retention, NPS, upsell and cross-sell.
• Documenting and creating a single source of truth for all customer interactions.
• Listen and understand customer pressure and critical business issues and solve them with empathy.
• Understand customer needs and convert them into product features
• Create systems to evaluate and improve the overall Customer experience and performance

Ideal candidate:

• You have 1-3 years of Customer Success experience, preferably in a SaaS start-up.
• Tech savvy and knowledge of Product Growth/marketing, web technologies and SaaS.
• Very hands-on experience in Excel sheets and advanced data analysis.
• Knowledge of No-code or Low-Code tools are good to have
• Exceptional Verbal, Written, and Interpersonal communication skills
• Empathy towards customers and their problems
• Stay updated with the product features and new releases

• Ability to work and thrive in a fast-paced environment

  
  What would be your career roadmap? You will be joining as a Customer Success Manager and will transform yourself into the head of CSM or a Product Manager.

Interview Process: Round 1 – Hiring Manager

• Understanding your previous experience and problems you solved.
• Understanding of process and problem-solving skills
• Creative thinking and teamwork

Round 2 – Founder

• Team fit – mindset, willingness to take on challenges

Round 3 – HR

• Salary, availability, cultural fit