Associate Customer Success Manager

Superset; Bengaluru; On-site; INR 400,000 - 560,000; Full time

Job summary

Superset in Bengaluru seeks an ACSM to support university clients during initial on-site implementation and to build long-term relationships across the customer lifecycle. You will coordinate with multiple stakeholders, deliver platform training to placements staff, handle escalations, promote adoption, and track adoption metrics to preempt churn and renewals.

This role requires excellent communication, a client-facing mindset, and the ability to work with cross‑functional teams in a

Qualifications

• 1+ years of experience in account management or customer success
• Excellent communication and listening skills
• Ability to understand client needs and manage relationships over time
• Experience with cross-functional collaboration in SaaS or software
• Aptitude for product adoption and customer training

Responsibilities

• Manage university stakeholders and their business needs across the customer lifecycle
• Provide platform training to placements staff and assist with setup
• Handle escalations and maintain long-term relationships with university POCs
• Assist potential clients with platform use, best practices and adoption
• Track adoption metrics to preempt churn and manage renewals

Skills

Account management

Customer success

Client-facing

Job description

Who are we?

Superset is India’s largest University Recruitment Platform - a placement automation tool for universities and a digital campus hiring platform for employers. Our team is dedicated towards leveraging the technology to solve all the challenges and problems you could think of during a typical placement season.

Location - Bangalore

What will you do?

As an ACSM at Superset, you’ll be responsible for handling our university clients/customers, handholding during initial on-site implementation of the software platform and building long-term relationships with them.

We need help with:

• Managing multiple stakeholders and understanding their respective business needs throughout the customer lifecycle,
• Providing good customer experience by ensuring that Superset is successfully and smoothly rolled out to the customer - provide software platform training to placements staff and help them set-up the platform,
• Handling escalations and ensuring long term working relationship with the respective university POCs,
• You’ll be required to help potential clients with respect to the platform use, best practices, and promote adoption,
• Keeping a track of adoption metrics to preempt churn rate and managing renewals.

This is a role with huge responsibility as you would be entrusted with customer success and student adoption.

Requirements | You’ll be a great addition to the team if:

• You have 1+ years of experience in account management/customer success/client-facing role/operations,
• You have excellent communication abilities including the ability to listen, understand, assist rightly to the clients,
• You understand that maintaining relations is more about understanding people's psyche than just providing feature resolutions,
• You are passionate about product craftsmanship and care about great customer experience,
• Your experience working with cross-functional teams in a SaaS or a software company would be an added advantage.

How can Superset help you on your journey?

Two things are well ingrained in our culture:

• We need people to take ownership = we don’t micromanage/follow-up on our people because we trust them to deliver the best work possible
• We ensure to provide resources and remove bottlenecks that deter our people from delivering the best of their work
• If you’re at a stage in life where you are looking for challenges, you’re at the right place,
• We’re a team of proactive, versatile, independent and collaborative mindsets. We provide the liberty to experiment and be creative wherever necessary, and get things done,
• We understand that making mistakes comes in handy when you’re growing in your career. As long as you’re learning from your mistakes, you’ll fit well with us,
• Our people have the freedom to approach, own, and solve problems creatively,
• Our customers rely on our products to do their most important work, which means they rely on us to build things the right way,
• We’re inclusive of a product team who is always listening, deliberating, and delivering.