Customer Success Manager

Scrut Automation Inc.; United States; Hybrid; USD 90,000 - 130,000; Full time

Job summary

Scrut Automation Inc. is seeking a dynamic Lead Customer Success Analyst to guide and mentor the customer success team, drive adoption, and foster long-term relationships.

You will own the customer lifecycle from onboarding to ongoing engagement, shaping strategies to maximize satisfaction and retention. You will act as the voice of the customer, collaborate with product to influence roadmaps, and leverage data to proactively mitigate churn while delivering exceptional service in a fast-growing

Qualifications

• Clear and thoughtful communication skills with strong critical thinking ability.
• Problem-solving ability and customer-centric outlook.
• Comfortable discussing technical concepts with a technical audience.
• Strong work ethic and knowing when to ask for help when needed.

Responsibilities

• Own Customer Life Cycle & Account Management from Sales Handover, onboarding, and ongoing engagement.
• Develop and implement comprehensive customer success strategies aligned with business goals.
• Onboard customers with integration support and drive product adoption.
• Represent the voice of the customer to influence product development roadmap.
• Empathise with the customer experience and prioritize their needs.
• Rely on data to identify at-risk customers and mitigate churn risk.
• Track programs toward high customer satisfaction and new capabilities.
• Become a product expert on Scrut Automation and its security standards (SOC2, ISO27001, PCI DSS, HIPAA, CCPA, GDPR).

Skills

Communication

Critical thinking

Problem solving

Multitasking

Technical communication

Work ethic

Job description

Shift timing : 7pm - 4 am IST / 10AM -7PM

About SCRUT Automation

Scrut Automation is an information security and compliance monitoring platform, aimed athelping small and medium cloud-native enterprises develop and maintain a robust security posture, and comply with various infosec standards such as SOC 2, ISO 27001, GDPR, and the like with ease. With the help of the Scrut platform, customers reduce their manual effort for security and compliance tasks by 70%, and build real-time visibility of their security posture.

Founded by IIT/ISB/McKinsey alumni, the founding team has over 15 years of combined Infosec experience. Scrut is built out of India for the world, with customers across India, APAC, North America, Europe and the Middle East. Scrut is backed by Lightspeed Ventures,MassMutual Ventures and Endiya Partners, along with prominent angels from the global SaaScommunity.

Overview of the Job Profile

We are seeking a dynamic and experienced Lead Customer Success to join our team. The ideal candidate will play a pivotal role in ensuring our customers achieve their desired outcomes while fostering long-term relationships. As a Lead Business

Analyst-Customer Success , you will guide and mentor our customer success team,develop strategies to enhance customer engagement, and drive overall customer satisfaction.

Responsibilities

• Own Customer Life Cycle & Account Management – from Sales Handover, Oversee & Ensure smooth on-boarding, Consistent Engagement with(MBRs and QBRs) building a Relationship of Trust & Transparency.
• Develop and implement comprehensive customer success strategies that align with business goals.
• Onboard customers with Integration support and drive adoption of the product.
• Represent the voice of the customer and influence the product development roadmap.
• Empathise with every aspect of the customer experience, putting customer's needs first.
• Rely heavily on data and analytics to identify customers at risk and engage proactively to mitigate churn risk.
• Track programs to move towards Perfect 10 (10 on a scale of 10 in customer satisfaction) and to establish new capability.
• Become a product expert on Scrut Automation and how our platform can be used to improve security posture through our standard offerings (SOC2, ISO27001, PCIDSS, HIPAA, CCPA and GDPR).

Requirements

• Have 3-6 years of experience in Customer Success at a SaaS Organisation
• Have experience in the cybersecurity or compliance industry.
• Have clear and thoughtful communication skills, with a strong critical thinking ability.
• Problem-solving ability and customer-centric outlook.
• Be comfortable with talking through technical concepts with a technical audience
• Have a keen ability to multitask.
• Have an outstanding work ethic and know when/how to ask for help when you need it.

Why should this job excite you?

• Opportunity to make an early impact on one of the most promising, high-growth SaaS startups in India.
• A high-performing action-oriented team.
• Immense exposure to the founders and the leadership.
• Opportunity to shape the future of B2B SaaS Customer Success with YOUR innovative ideas.
• The competitive compensation package, benefits, and employee-friendly work