Customer Success Manager

Meritto (Formerly NoPaperForms); Hyderabad; On-site; INR 600,000 - 900,000; Full time

Job summary

Meritto (Formerly NoPaperForms) is seeking a Customer Success professional to guide clients from onboarding through renewal, ensuring successful adoption and satisfaction.

You will interact with both technical and business stakeholders, gather client requirements, demonstrate solutions, and drive renewals in a fast-paced SaaS environment in Hyderabad.

Qualifications

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

Responsibilities

• Gather requirements from clients and coordinate with other teams to ensure seamless implementation
• Frequent traveling to client locations for product training and adoption
• Showcase product demos and tailor solutions for business use cases
• Work with cross-functional teams (Product, Sales, Marketing, Finance, Support) to address customer issues/solutions
• Review ongoing product usage, account health, risk assessment, customer trends, and competitor landscapes; identify upsell/cross-sell opportunities
• Provide actionable insights to decision-makers to influence strategy and performance
• Ability to 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

Skills

Stakeholder management

Analytical ability

SaaS metrics

Communication

Data-driven decisions

Product demos

Education

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

Tools

CRM tools

Excel

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.

Requirements

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
• 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.