Customer Success Associate(KAM-SAAS)

Meritto; Gurugram District; On-site; INR 450,000 - 650,000; Full time

Job summary

Meritto is seeking a Customer Success professional to guide clients through onboarding, usage tracking, and renewals. You will collaborate with Product, Sales, Marketing, and Finance teams to ensure seamless implementations and high customer satisfaction.

You will engage with customers from inception through lifecycle, providing strategic and tactical guidance, training, and regular reviews. Strong Excel skills and a data-driven mindset are required to monitor metrics and drive renewals in a

Qualifications

• Master’s or Bachelor’s degree in business, IT, or a related field with 1–3 years of experience in Customer Success, Account Management (preferably in a SaaS environment).
• Should be highly comfortable in a fast-paced, high-growth startup environment.
• Strong stakeholder management, analytical ability, and comfort with SaaS metrics.
• Demonstrated track record in leading customer engagements, renewals, and upsell/cross-sell opportunities in a SaaS environment.
• Familiarity with SaaS products, CRM tools, and data-driven decision-making is required.

Responsibilities

• Gather requirements from clients, suggest product solutions, coordinate with other teams for seamless implementation.
• Frequent traveling at client locations for product training and adoption.
• Demonstrate product demos and tailor solutions for business use cases.
• Collaborate with internal teams (Product, Sales, Marketing, Finance, Support) to address customer issues and solutions.
• Review ongoing product usage, account health, risk assessment, industry trends, and identify upsell opportunities.
• Provide actionable insights to decision-makers to influence strategy and performance.
• Prioritize and execute tasks effectively in a fast-paced environment.
• Manage overall customer success to ensure high retention and renewal rates.
• Act as a bridge between the company and the client.

Skills

Stakeholder management

Analytical skills

SaaS metrics

Excel

Communication

Customer success

Education

Master’s or Bachelor’s degree in business, IT, or related field

Tools

CRM tools

Job description

In Customer Success, you’ll be the friendly face and voice of Meritto, guiding our clients every step of the way. Your day will be spent building relationships, troubleshooting issues, and celebrating wins with clients as they see the impact of our solutions firsthand. Proactively engage with customers right from the time of inception throughout the entire life-cycle of the customer which includes strategic and tactical guidance, client on-boarding, usage tracking, consultancy, training, meetings, workshop, upsell and renewal. You must have high levels of self-motivation, excellent relationship management and the ability to communicate with both technical and business stakeholders. We promise to offer a lot of challenges, opportunities to learn & grow in a fast-paced environment.

• Gather requirements from clients, Suggest Product Solutions, coordinate with other teams to ensure seamless Implementation
• Frequent traveling at client locations for product training, and adoption purposes
• Have deep product knowledge of all product lines. Ability to showcase product demos and work out solutions for business use cases using best product fit.
• Work with internal cross-functional teams (Product, Sales, Marketing, Product Marketing, Finance, support, etc.) to ensure customer issues/ solutions are addressed.
• Review ongoing product usage, account health, risk assessment, industry trends, customer trends, and competitor landscapes; Identity upsell/cross-sell opportunities,
• Provide actionable insights to decision-makers to influence strategy and performance
• Ability to effectively prioritize and execute tasks in a fast-paced environment
• Manage overall customer success to ensure high retention and renewal rate.
• Act as a bridge between the company and the client.

What we’re looking for

• Master’s or Bachelor’s degree in business, IT, or a related field with 1–3 years of experience in Customer Success, Account Management (preferably in a SaaS environment).
• Should be highly comfortable in the fast-paced, high-growth startup environment.
• Strong stakeholder management, analytical ability, and comfort with SaaS metrics
• Demonstrated track record in leading customer engagements, renewals, and upsell/cross-sell opportunities in a SaaS environment
• Familiarity with SaaS products, CRM tools, and data-driven decision-making is required.
• Strong stakeholder management, analytical ability, and comfort with SaaS metrics (churn, NRR, CSAT, etc.).
• Proficiency in Excel and report generation.