Customer Success Specialist

Weekday AI (YC W21); Bengaluru; On-site; INR 1,500,000 - 2,000,000; Full time

Job summary

Weekday AI's client is seeking a proactive Virtual Value Manager to engage dealer accounts, handle day-to-day inquiries, provide product guidance and training, and maintain accurate account documentation. You will collaborate with Customer Value Managers and Architects to monitor usage and identify adoption signals, ensuring strong customer outcomes.

The role requires excellent communication, strong organizational skills, and the ability to determine when issues should be resolved or escalated.

Qualifications

• 1–5 years of experience in Customer Success, Customer Service, Account Management, or similar roles in SaaS or software.
• Excellent spoken and written English communication.
• Strong ability to manage multiple accounts, priorities and time-sensitive requests.
• Ability to review usage data and summarize insights clearly.
• Experience with CRM platforms and collaboration tools (Zoom, Teams, Slack).
• Customer-first mindset and willingness to learn automotive retail domain.

Responsibilities

• Respond to customer inquiries via email, chats, and calls promptly and professionally.
• Resolve how-to questions and adoption challenges; deliver training where needed.
• Deliver scheduled and ad hoc product training based on customer needs.
• Maintain CVP records including activities, training outcomes and action items.
• Triage requests and escalate complex issues to CVMs or CV Architects when required.
• Understand customer maturity levels and tailor engagement accordingly.
• Monitor account usage, adoption, and health signals to spot risks or opportunities.
• Provide concise weekly account updates highlighting insights and required actions.
• Support Customer Value Reviews with relevant context and history.
• Keep CRM data clean and up-to-date; ensure visibility across teams.
• Collaborate to understand product capabilities, adoption benchmarks, and trends.
• Work as part of a team to ensure consistent customer coverage.

Skills

Customer Success

Account Management

English communication

CRM platforms

Cross-functional collaboration

Time management

Tools

CRM platforms

Zoom

Microsoft Teams

Slack

Job description

This role is for one of the Weekly's clients

Salary range: Rs 1500000 - Rs 2000000 (ie INR 15-20 LPA)

Experience: 2+ yrs

Location: Bengaluru, Karnataka, India

Job Type: Full-time

We are looking for a proactive and customer-focused Virtual Value Manager (VVM) to serve as the first point of value engagement for a portfolio of dealer accounts. This role works closely with Customer Value Managers and Customer Value Architects to keep customer accounts active, supported, and progressing between strategic engagements.

The VVM will handle day-to-day customer inquiries, provide product guidance and training, maintain accurate account documentation, and identify usage or adoption signals that may require further attention. The role requires excellent communication, strong organizational skills, sound judgment, and the ability to understand customer needs while knowing when an issue should be resolved independently or escalated to the appropriate team.

Key Responsibilities

• Respond promptly and professionally to incoming customer inquiries through email, collaboration platforms, and calls
• Resolve how-to questions, routine adoption challenges, and training requests wherever possible
• Deliver scheduled and ad hoc product training based on customer requirements and maturity levels
• Maintain accurate Customer Value Plan (CVP) records after customer interactions, including activities, training outcomes, and open action items
• Triage customer requests and escalation complex issues to Customer Value Managers or Customer Value Architects when required
• Understand customer maturity levels and tailor support and engagement accordingly
• Monitor account usage, adoption, and health signals to identify potential risks or opportunities
• Prepare concise weekly account updates highlighting meaningful customer insights and areas requiring attention
• Support Customer Value Reviews by providing relevant account context and interaction history
• Maintain clean and updated CRM records to ensure accurate visibility across customer-facing teams
• Collaborate with Customer Value Managers and Customer Value Architects to understand product capabilities, adoption benchmarks, and usage trends
• Work as part of a collaborative team to maintain consistent customer coverage and support

What's Makes You a Great Fit

• 1-5 years of experience in Customer Success, Customer Service, Account Management, or a similar customer-facing role, preferably within a SaaS or software environment
• Excellent spoken and written English communication skills with a confident and professional customer presence
• Strong ability to manage multiple accounts, priorities, and time-sensitive requests while maintaining accuracy
• Comfortable reviewing customer usage and adoption data and converting insights into clear, actionable summaries
• Experience using CRM platforms, Zoom, Microsoft Teams, Slack, and other productivity or collaboration tools
• Strong relationship-building skills and the ability to communicate effectively with customers from different backgrounds
• Highly organized and process-oriented, with a consistent approach to documentation and escalation
• Strong problem-solving and judgment skills with the ability to distinguish between issues that can be resolved independently and those requiring escalation
• Customer-first mindset with a genuine interest in helping users improve product adoption and proficiency
• Automotive or dealership industry experience is an added advantage
• Willingness to learn the automotive retail domain and develop strong product knowledge