Customer Success Associate / Manager

Sales Sunday; Mumbai; On-site; INR 900,000 - 1,500,000; Full time

Job summary

Sales Sunday is seeking a customer-focused Customer Success professional to onboard B2B customers, drive adoption of the platform across teams, and help achieve measurable value from the AI-native SaaS platform.

You will partner with sales and product teams, build scalable success processes, and coordinate with stakeholders to ensure renewals, expansions, and high customer satisfaction as we scale.

Qualifications

• Experience in customer success, SaaS account management, implementation, customer support, or a client-facing B2B role.
• Strong communication, relationship management, presentation, and problem-solving skills.
• Ability to understand business workflows and explain software features in clear, practical terms.
• Organized follow-through: able to manage multiple customer accounts, priorities, action items, and escalations.
• A proactive and empathetic approach to customer issues, with the ability to balance customer needs and product realities.

Responsibilities

• Own the post-sales customer journey from onboarding and implementation through adoption, value realization, renewal, and expansion.
• Understand each customer’s business goals, sales processes, operational challenges, and success criteria; translate them into a practical onboarding and adoption plan.
• Lead customer onboarding, product walkthroughs, training sessions, and implementation check-ins to help teams get value from Sales Sunday quickly.
• Build strong relationships with customer stakeholders, including business owners, sales leaders, operations managers, administrators, and end users.
• Monitor customer health, product adoption, usage patterns, engagement, support trends, and renewal risks; take proactive action before issues escalates.
• Run regular customer check-ins and business reviews, documenting outcomes, action items, blockers, and next steps.
• Coordinate customer issues with product and engineering teams, communicate updates clearly, and follow through until resolution.
• Capture customer feedback, feature requests, and recurring pain points; help prioritize insights and communicate them to internal teams.
• Identify opportunities to improve retention, increase adoption across teams, and expand usage to additional users, departments, or workflows.
• Create and maintain onboarding guides, help articles, FAQs, training materials, and repeatable customer success playbooks.
• Track customer success metrics and share regular reports on onboarding progress, activation, adoption, customer satisfaction, retention, and risks.
• Help build scalable customer success processes as the customer base grows, using CRM, support systems, product analytics, and automation tools.
• Work closely with sales during customer handover to ensure expectations, requirements, commitments, and context are documented accurately.

Skills

Customer success

SaaS onboarding

Relationship management

Problem solving

Communication

Tools

CRM software

Ticketing systems

Documentation tools

Spreadsheets

Video conferencing

Job description

Full-time | B2B SaaS | On-site - CBD Belapur, Navi Mumbai

About Sales Sunday

Sales Sunday is a B2B SaaS company building an AI-native platform that helps businesses manage and improve sales and operations through automation, workflow management, and decision intelligence. We work to help business teams improve visibility, streamline processes, and make better data-informed decisions.

About the Role

We are looking for a customer-focused Customer Success professional to help B2B customers onboard successfully, adopt Sales Sunday across their teams, and achieve measurable value from the platform. You will act as a trusted partner to customers, coordinate with sales and product teams, and help build a repeatable customer success function as we scale.

Key Responsibilities

• Own the post-sales customer journey from onboarding and implementation through adoption, value realization, renewal, and expansion.
• Understand each customer’s business goals, sales processes, operational challenges, and success criteria; translate them into a practical onboarding and adoption plan.
• Lead customer onboarding, product walkthroughs, training sessions, and implementation check-ins to help teams get value from Sales Sunday quickly.
• Build strong relationships with customer stakeholders, including business owners, sales leaders, operations managers, administrators, and end users.
• Monitor customer health, product adoption, usage patterns, engagement, support trends, and renewal risks; take proactive action before issues escalates.
• Run regular customer check-ins and business reviews, documenting outcomes, action items, blockers, and next steps.
• Coordinate customer issues with product and engineering teams, communicate updates clearly, and follow through until resolution.
• Capture customer feedback, feature requests, and recurring pain points; help prioritize insights and communicate them to internal teams.
• Identify opportunities to improve retention, increase adoption across teams, and expand usage to additional users, departments, or workflows.
• Create and maintain onboarding guides, help articles, FAQs, training materials, and repeatable customer success playbooks.
• Track customer success metrics and share regular reports on onboarding progress, activation, adoption, customer satisfaction, retention, and risks.
• Help build scalable customer success processes as the customer base grows, using CRM, support systems, product analytics, and automation tools.
• Work closely with sales during customer handover to ensure expectations, requirements, commitments, and context are documented accurately.

Required Skills & Experience

• Experience in customer success, SaaS account management, implementation, customer support, or a client-facing B2B role.
• Strong communication, relationship management, presentation, and problem-solving skills.
• Ability to understand business workflows and explain software features in clear, practical terms.
• Organized follow-through: able to manage multiple customer accounts, priorities, action items, and escalations.
• A proactive and empathetic approach to customer issues, with the ability to balance customer needs and product realities.
• Comfort using CRM, ticketing, documentation, spreadsheets, and video meeting tools; familiarity with product analytics is a plus.
• Ability to interpret customer usage and feedback to identify adoption risks and opportunities.
• Interest in B2B SaaS, AI, automation, sales processes, and helping customers achieve measurable business outcomes.

Key Success Measures

• Successful and timely onboarding, implementation, and customer activation.
• Product adoption, active usage, and realization of agreed customer outcomes.
• Customer satisfaction and quality of customer communication.
• Renewal and retention performance, with proactive management of at-risk accounts.
• Expansion opportunities identified through demonstrated customer value.
• Resolution follow-through, quality of customer feedback, and improvements to repeatable processes.

Role Details

• Employment: Full-time.
• Location: On-site - CBD Belapur, Navi Mumbai.
• Working style: Customer-focused, collaborative, organized, and accountable for outcomes.