Customer Success Specialist / Onboarding Specialist

Reelo Technologies Private Limited; Ahmedabad District; On-site; INR 600,000 - 1,200,000; Full time

Job summary

Reelo Technologies Private Limited is seeking a Customer Success Specialist / Onboarding Specialist to onboard new paid customers, train users, and drive ongoing success in a fast-growing SaaS platform for F&B and retail. The role is office-based in Ahmedabad, Gujarat, India, requiring a customer-centric mindset and strong relationship-building skills.

The ideal candidate will manage renewals, upsell opportunities, and proactively assist customers, ensuring a seamless user experience and rapid

Qualifications

• Experience in account management or client services.
• Strong problem-solving mindset and ability to unblock barriers for customers.
• Excellent verbal and written communication and presentation skills.

Responsibilities

• Drive revenue through renewals and upsell in existing accounts.
• Proactively reach out to customers to ensure success with Reelo.
• Respond to customer inquiries professionally and timely.
• Ensure customers have a great product experience—focus on usability, reliability, and speed.
• Develop deep knowledge of how Reelo works and its capabilities.
• Build and maintain trusted relationships with customers through proactive communication.
• Collaborate with product teams to relay customer feedback and suggest improvements.

Skills

Account management

Problem solving

Communication

Presentation skills

Escalation handling

Consultative selling

Technology affinity

Attention to detail

Organizational skills

Explain complex topics

Adaptability

Job description

Customer Success Specialist / Onboarding Specialist

Full-Time

Customer Success Specialist / Onboarding Specialist

Why Reelo

In today’s customer centric world, it’s important for every business to market like the best brands in the world. As competition for customers’ attention increases, it has never been more important for small and mid-market F&B and retail businesses to have 360° view of the people that keep them in business. But collecting, understanding and taking action on customer data is riddled with market, resource, and technology challenges. Solving these challenges is why we get up in the morning.

Reelo is the new-age customer marketing platform for restaurant & retail businesses to grow their revenue, get more customers and build a stronger brand, in an incredibly simple manner.

We understand that it's easier than ever to start a restaurant & retail business, it’s harder than ever to grow it. Specifically, most of these businesses have two challenges with growth:

1. Getting people to make their first purchase.

2. Getting those people to come back and buy again (and again and again).

These businesses and their teams already have 1,000 things to do — wrestling with overly complicated marketing tools doesn’t need to get added to the list.

Our SaaS platform makes it fast & easy for businesses to understand more about their customers and continously engage with them in a smart & automated way - making them look like a professional without the effort.

There is a massive opportunity in front of us. We’re building a business that is big, meaningful, and lasting. For that, we’re building a strong, diverse team of curious, creative people who want to find purpose in their work and support each other in the process. If that sounds like you, we’d love to hear from you.

As Reelo grows, we're looking for a passionate Customer Success Specialist to join our team for the next phase of growth. The Customer Success Specialist is responsible for the success of our customers by providing them with the resources and support they need to get the most out of our product. This includes onboarding new customers who have upgraded to a paid plan, providing training and support, and working with customers to identify and solve problems. The ideal candidate will have a strong understanding of SaaS products and services, as well as the ability to build and maintain relationships with customers.

This is a Work from Office role in Ahmedabad, Gujarat

What will you do?

• Responsible for driving revenue of existing accounts by ensuring renewals and upselling existing accounts
• Proactively reaching out to customers to ensure they are getting success using Reelo.
• Respond professionally to incoming inquiries from your customers.
• Being the one responsible, to ensure that your customers have a great experience with the product -a crucial part of the role is ensuring we make the product as easy to use, reliable, bug‑free, and fast as possible.
• Becoming an encyclopedia of knowledge about how Reelo works and what it is capable of.
• Build sustainable relationships and trust with customers through open and interactive communication and anticipating their needs better.
• Working directly with product teams to identify current issues and, synthesizing the diverse feedback you hear from our customers, offer informed opinions on potential solutions.

What you need?

• Past experience in account management/client services roles across
• A strong problem solving mindset and work actively towards unblocking barriers that hinder the experience of the customer
• Excellent verbal, written communication, and presentation skills.
• Ability to respectfully handle complaints/ escalations
• A very consultative approach and passion for speaking to customers everyday
• Passion for technology and keeping up with latest trends
• Great attention to details
• Being tactful and providing best practices to customers to ensure they are seeing success using Reelo
• Organizational skills and experience improving processes
• The ability to explain complex topics in easy to understand and concise language
• Demonstrated drive to exceed performance expectations and ability to work with change.

Remember that there’s no such thing as the perfect candidate or background, which is what makes us unique and successful!