Customer Success(KAM)

Meritto; Hyderabad; On-site; INR 600,000 - 900,000; Full time

Job summary

Meritto is seeking a Customer Success professional to guide clients from inception through their lifecycle, ensuring successful adoption and renewals.

You will gather requirements, tailor product solutions, and coordinate with cross-functional teams to deliver seamless implementations and measurable value for customers.

Qualifications

• Master's or Bachelor's degree in business, IT, or related field with 1–3 years in Customer Success or Account Management.
• Experience in a fast-growing SaaS startup environment is preferred.
• Strong stakeholder management with data-driven decision-making and SaaS metrics.

Responsibilities

• Engage with clients from inception through life-cycle, guiding adoption and renewals.
• Gather requirements, propose product solutions, and coordinate with teams for seamless implementation.
• Demonstrate product demos and map solutions to business use cases.
• Monitor account health, churn risk, and identify upsell/cross-sell opportunities.
• Collaborate with Product, Sales, Marketing, Finance, and Support to address client needs.

Skills

Customer Success

Account Management

SaaS

Stakeholder Management

CRM tools

Education

Bachelor's or Master's degree in Business/IT

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.