Associate Customer Success Manager

Superset; Bengaluru; Sur place; INR 500 000 - 800 000; Plein temps

Résumé du poste

Superset, India's largest University Recruitment Platform, seeks an ACSM to manage university clients, handholding during on-site implementation, and building long-term relationships with key university stakeholders.

You will train placements staff, handle escalations, promote adoption, and monitor usage metrics to prevent churn. This role requires SaaS experience and strong communication skills to ensure success.

Qualifications

• 1+ years in account management or customer success or client-facing roles.
• Excellent communication and listening skills.
• Strong relationship-building over product-focused resolutions.
• Experience working with cross-functional teams in SaaS or software.

Responsabilités

• Manage multiple university stakeholders through the customer lifecycle.
• Train university staff and assist with platform rollout.
• Handle escalations and foster long-term relationships with university POCs.
• Promote platform adoption and best practices.
• Track adoption metrics and renewals to reduce churn.

Connaissances

Communication

Customer facing

Relationship management

Cross-functional collaboration

SaaS experience

Description du poste

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.

Role Overview

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.

Key Responsibilities

• 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.

Requirements

• 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