Senior Customer Success Manager - Gurugram

FieldAssist; Gurugram District; On-site; INR 1,400,000 - 2,100,000; Full time

Job summary

FieldAssist is hiring a Senior Customer Success Manager to strengthen client relationships and drive retention. You will partner with Sales for successful product demonstrations, manage existing accounts, and promote adoption of our SaaS platform across the customer lifecycle.

You will lead business reviews, share best practices, and collaborate across product, delivery, and marketing. Strong CRM experience and data-driven thinking are essential for success in this fast-growing team.

Qualifications

• 5+ years in a customer-facing role (customer success or account management).
• Experience collaborating with multiple internal functions in a fast-growing SaaS company.
• Experience with CRM/ERP systems (e.g., Salesforce, Pipedrive).
• Familiarity with Supply Chain data and workflows preferred.
• Basic knowledge of web technologies: HTML, SQL, API, JSON; comfortable with iOS/Android platforms.
• Proficient in Microsoft Excel and PowerPoint.

Responsibilities

• Partner with Sales to demonstrate product value to customers.
• Provide strong account management and keep clients informed of new products and services.
• Drive customer success through adoption, business reviews, and best-practice sharing.
• Serve as primary escalation point for customer issues; ensure quick resolutions.
• Coach customers to become product experts and train teams on best practices.
• Manage billing, upsell opportunities, renewals, and revenue growth per customer.
• Facilitate customer references and case studies; produce insights for marketing.
• Provide quantitative/qualitative feedback to the product team to better serve customers.

Skills

Customer success

Account management

Cross-functional collaboration

CRM familiarity

Excel

PowerPoint

Data analysis

Tools

Salesforce

Pipedrive

Excel

PowerPoint

SQL

API/JSON

Job description

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

A Senior Customer Success Manager is 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.

About FieldAssist

FieldAssist is a SaaS based technology platform transforming route-to-market capabilities of CPG companies across the value-chain. From distributors to retailers, salesmen to leaders, all stakeholders are connected digitally through an integrated platform which simplifies how sales are planned, processed and predicted, and distribution is discovered, developed and deployed. Headquartered in Gurugram, India, and with clients in 10 countries in Asia and Africa, FieldAssist is a 'Proud Partner to Great Brands,' delivering ready insights and powering GTM strategies for 550+ CPG brands including Godrej Consumers, Saro Africa, Danone, Haldiram’s, Eureka Forbes, Bisleri, Nilon’s, Borosil, Adani Wilmar, Philips, Ching’s and Mamaearth among others.
FieldAssist is certified by Great Place to Work® for having created a great place to work for all its employees by excelling on the 5 dimensions of High-Trust, High-Performance Culture™ – Credibility, Respect, Fairness, Pride and Camaraderie.

Responsibilities:

• Partnering with Sales team and execute effective product demonstrations, emphasizing product features and benefits with focus on the value of the solution
• Provide strong account management to existing clients, offering support and keeping them abreast of new products and services that could be of value to their business
• Ensure customer success by driving adoption, managing customer relationships, conducting business reviews and sharing best practices
• Serve as primary point of escalation when customer issues arise, troubleshooting, and ensuring quick resolution
• Coach customers to be product experts and train their teams on best practices so they become increasingly self-sufficient
• Be responsible for billing, upselling and renewals, and increase the revenue per customer
• Help drive customer references and case studies and produce reports and presentations to explain insights and results to marketing professionals
• Provide quantitative/qualitative analysis to the product team on how FA can better serve
  our customers.

Who we're looking for:

• At least 5+ 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

FieldAssist on the Web:

• Website: https://www.fieldassist.com/people-philosophy-culture/
• Culture Book: https://www.fieldassist.com/fa-culture-book
• CEO's Message: https://www.youtube.com/watch?v=bl_tM5E5hcw
• LinkedIn: https://www.linkedin.com/company/fieldassist/