Customer Success Associate (Kolkata)

Meritto; West Bengal; On-site; INR 900,000 - 1,500,000; Full time

Job summary

Meritto urgently seeks a Customer Success Manager in India (West Bengal) to lead a fast-growing CS team, drive customer health, and ensure ROI realization for clients. You will educate customers, manage partner relations and coordinate with Product, Marketing, Sales, and Engineering to embed a strong customer voice in processes.

The ideal candidate has 4+ years in digital marketing, education, or SaaS and holds a CS/IT degree; MBA preferred. Travel with client teams may be required.

Qualifications

• 4+ years of relevant working experience in digital marketing/education/SaaS environments.
• Degree in Computer Science/IT (B.Tech/B.E/BCA/MCA). MBA/PGDM preferred.

Responsibilities

• Manage Customer Success team to achieve/exceed KRAs and KPIs.
• Forecast risks, growth opportunities, and provide accurate forecasts to management.
• Identify expansion opportunities and collaborate with Sales to close them.
• Act as voice of customer; work cross-functionally with Marketing, Sales, Product and Engineering.
• Coordinate with support, accounting, and other teams to ensure customer satisfaction.
• Strive to meet renewal, upsell, usage, and NPS targets.
• Keep team motivated and travel with clients to review health and feedback.

Skills

Customer relationship

Team leadership

Communication

Education

B.Tech/B.E./BCA/MCA in CS/IT

MBA/PGDM preferred

Tools

Reporting tools

Web analytics

Job description

In Customer Success, you’ll be the friendly face and voice of Meritto, guiding our clients every step of theway. Your day will be spent building relationships, troubleshooting issues, and celebrating wins with clients asthey see the impact of our solutions firsthand. Build strong relationships with customers and ensure they are optimizing a product or service to receive thehighest ROI. Candidates need to know understand the ins and outs of product and service to properlyeducate customers and communicate effectively with a variety of personalities and technical backgrounds. ACustomer Success Manager plays a major role in hiring, training and mentoring customer success teams and takes the charge of implementing policies with the internal team to establish a level of quality customer success.

Key Roles & Responsibilities

• Manage Customer Success team, enabling them to achieve/exceed their KRA/KPI.
• Manage customer and partner activity, risks and growth opportunities, submit accurate forecasts to management periodically.
• Identify and forecast expansion opportunities and partner with sales to successfully close such opportunities.
• Act as the voice of the customer internally; as the steward of the customer relationship, work cross functionally with Marketing, Sales, Product, and Engineering to ensure a consistent and strong customer message is embedded in processes.
• Liaise with technical support, accounting and other areas of the business to ensure customer satisfaction.
• Achieve/exceed target KPIs including but not limited to renewal %, upsell %, monthly active usage,and NPS.
• Work closely with the team & keep them motivated & passionate towards work.
• Travel with a team on client sides to review client health and feedback.

What we’re looking for

• Should be extremely comfortable in the fast-paced, high-growth startup environment
• Proficient with reporting tools and web analytics.
• Degree in Computer Science/IT (B.Tech/B.E/BCA/MCA).
• Post-Graduation (MBA/ PGDM) preferred.
• 4+ years of relevant working experience required preferably in digital marketing /education domain/SaaS based organizations.