JOB DETAILS:
* Job Title: Customer Success (B2B SaaS, USA)
* Industry: Technology
* Salary: Best in Industry
* Experience: 3 to 7 years
* Location: Bengaluru, Karnataka
Criteria
Strong Customer Success Manager / Implementation Manager / Post-Sales Delivery (B2B SaaS – US Customers) Profiles
3+ years of experience in Customer Success roles within B2B SaaS companies, primarily working with US-based customers.
Must have experience owning end-to-end customer onboarding and implementations, including requirement discovery, onboarding execution, go-live ownership, and early adoption success
Must have strong project management and customer communication skills, owning onboarding timelines, running regular customer check-ins, managing CXO-level stakeholders, and proactively flagging risks or blockers.
Must have worked in post-sales, non-quota-carrying roles focused on customer success, retention, and long-term relationship management (upsell is not mandatory)
Must have a conceptual understanding of SaaS products and APIs, with the ability to understand workflows, follow integration issues, and coordinate effectively with technical teams (hands-on coding not required).
Must be willing to work in US time zones (approx. 4:30 AM IST onwards, Mon–Fri).
(Company): B2B SaaS (Technical complex)
Preferred
- Experience handling enterprise customers, exposure to Salesforce CRM, or working on billing / finance / subscription-based SaaS products will be a strong plus.
Role & Responsibilities
If you are expecting a working playbook that you can execute upon, company is probably not the right fit for you at this point. However, if you are excited about creating the playbook from scratch, we would love to hear from you.
You will work closely with the founders.
As the new hire in this role, you'll be the voice of the customer in the company, and lead the charge in developing our customer-centric approach, working closely with our tech, design, and product teams.
What you will be doing:
You will be responsible for converting, onboarding, managing, and proactively ensuring success for our customers/prospective clients.
- Implementation
- Understand client billing models and configure company contracts, pricing, metering, and invoicing accurately.
- Lead pilots and implementation for new customers, ensuring complete onboarding within 3–8 weeks.
- Translate complex business requirements into structured company workflows and setup.
- Project Management
- Own customer delivery timelines and communication from kickoff to go-live.
- Track progress, call out blockers early, and keep customers updated without needing reminders.
- Run weekly status checkpoints and ensure every onboarding milestone lands on time.
- Internal Coordination & Escalation
- Act as the voice of the customer internally — share structured feedback with product and engineering.
- Create clear, well-scoped handoff documents when working with technical teams.
- Escalate time-sensitive issues appropriately and follow through on resolution.
- Documentation & Enablement
- Create client-specific documentation (e.g., onboarding guides, configuration references).
- Contribute to internal wikis, training material, and product documentation.
- Write simple, to-the-point communication — clear enough for a CXO and detailed enough for a developer.
Ideal Candidate
- 3-7 years of relevant experience
- Willing to work in US time zone (~430 am IST) on weekdays (Mon-Fri)
- Ability to understand and shape the product at a granular level
- Ability to empathize with the customers, and understand their pain points
- Understanding of SaaS architecture and APIs conceptually — ability to debug API workflows and usage issues
- Previous experience in salesforce CRM
- -Entrepreneurial drive, and willingness to wear multiple hats as per company’s requirements
- Strong analytical skills and a structured problem-solving approach
- (Strongly preferred) Computer science background and basic coding experience
- Ability to understand functional aspects related to the product e.g., accounting/revenue recognition, receivables, billing etc
- Self-motivated and proactive in managing tasks and responsibilities, requiring minimal follow-ups.
- Self-driven individual with high ownership and strong work ethic
- Not taking yourself too seriously.
Shubham Vishwakarma
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