Lead Customer Success - Gurgaon

FieldAssist; Gurugram District; On-site; INR 1,200,000 - 2,400,000; Full time

Job summary

FieldAssist is seeking a Lead Customer Success professional to deepen client relationships and drive retention across multiple SaaS accounts. You will work closely with product, delivery, and sales teams to ensure successful onboarding and ongoing satisfaction.

Responsibilities include configuring software to user needs, establishing standardized customer success policies, upselling features, and mentoring staff. Strong communication, CRM experience, and a proactive mindset are essential.

Qualifications

• At least 3+ years in a customer-facing role (customer success or account management).
• Experience collaborating with product, sales and delivery in a fast-growing SaaS company.
• Familiarity with CRM/ERP systems (e.g. Salesforce, Pipedrive) or B2B enterprise software.
• Familiarity with Supply Chain data and related workflows preferred.
• Basic knowledge of web technologies (HTML, SQL, API, JSON) and mobile platforms (iOS/Android).
• Proficient in Microsoft Office, especially Excel and PowerPoint.

Responsibilities

• Understand client needs to configure software for the client.
• Onboard and ensure fast, quality client execution on the FA platform; establish consistent policies.
• Create and improve customer success policies to standardize service quality.
• Upsell new features and scale business with existing clients.
• Educate customers on product capabilities and encourage continued use.
• Provide on-the-job training and mentoring to new staff and stakeholders.
• Identify opportunities for process improvements and new practices, technically and culturally.
• Manage multiple clients simultaneously across different hierarchies.

Skills

Customer success

CRM/ERP experience

Interpersonal skills

Multitasking

Proactive mindset

Tools

Salesforce

Pipedrive

Excel

Job description

Our success is in the success of our customers. Only you can make that happen.

As a Lead CS, he/she will be responsible for developing customer relationships that promote retention and loyalty. Their job is to work closely with customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction.

Responsibilities

• Understand the client's needs and pain points to help configure the software for the client.
• Onboarding and execution of Client: Responsible for the fast and quality execution of the client on FA platform. He/she must establish policies the entire staff can adhere to so all customers receive the same quality of execution.
• Establish Customer Success Practices: Responsible for creating policies and procedures that optimize the customer experience. LCS may gather feedback from their customers, study other customer success programs, and analyze customer data to identify the best practices. You must establish policies the entire staff can adhere to so all customers receive the same quality of service.
• Upselling: Ability to upsell the new features and also to scale up the business from the existing client.
• Assisting in Technical and Product Management: You must know the company’s products inside and out. They are capable enough to rather on educate the customers on the flexibility and capabilities of their software so customers are encouraged to continue using their services.
• Provide on-the-job training or mentoring to new employees/client Project stakeholders.
• Additionally, take initiatives for improvising processes, new implementations, new practices both technically and culturally.
• Ability to handle multiple clients at a time: He should have multitasking skills and should be able to deal with bottom to top hierarchy of client.

Who we're looking for

• At least 3+ years relevant work experience in a customer-facing role (customer success or account management).
• Previous experience collaborating with different internal functions within a fast-growing SaaS company; operating at the intersection of product, sales, and delivery.
• Experience in CRM/ERP (e.g. Salesforce, Pipedrive) or B2B Enterprise level software.
• Familiarity with Supply Chain data and workflow experience preferred.
• Basic Knowledge of web technologies like HTML, SQL, API, Json, iOS and Android platforms.
• Proficient in Microsoft Office Suite specifically Excel and PowerPoint.
• Should possess fantastic interpersonal skills.
• Proactive and willing to improve on processes.
• Technical aptitude and ability to learn software programs.