Customer Success Manager

FinTech SaaS Firm

Customer Success Manager

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Customer Success Manager

at FinTech SaaS Firm

Agency job

via Jobdost

4 - 6 yrs

₹10L - ₹16L / yr

Bengaluru (Bangalore)

Skills

Customer Success

SaaS

Vendor Management

Hubspot

Postman

Responsibilities :

Get involved in the entire customer lifecycle from onboarding through the duration of their subscription period
Provide product training to enable the customers to realize the potential of Empuls.
Identify product usage gaps and provide actionable solutions to the customers.
Build value-based relationships with customers and create Xoxoday champions.
Conduct Strategic Business Reviews (EBRs and QBRs) to understand customer lifecycle milestones, communicate the value of our product, showcase ROI,
Drive desired customer outcomes through a consultative approach.
Identify opportunities for upselling and cross-selling along with the Account Managers.
Communicate and brainstorm with the product team on customer feedback and help refine the product roadmap.
Work with the marketing team to execute customer surveys, case studies, etc.
Optimize existing processes within the company and actively enhance all Customer Success initiatives.
Drive customer advocacy through reviews, testimonials, and customer meetups; and create a center of excellence within the customer's organization.

Requirements:

Has relevant 4 to 6 years of work experience in a Customer Success role in a B2B SaaS company
Hands-on with tools like Pendo, HubSpot, Postman etc.
Should be open to aligning with the different time zones based on business requirements.
Showcases exemplary written and verbal communication skills to work with Global Customers.
Has worked directly with Customers in the Americas or European region.
Has an exceptional ability to communicate and foster positive business relationships.
Demonstrates a deep understanding of customers concerns and thoughts regarding the use of products.
Managed customers across different segments in the past and knows how to manage them differently.
Exhibits a true passion for customers and for Customer Success.

What can you look for?

This a wholesome opportunity in a fast-paced environment that will enable you to juggle between concepts, yet maintain the quality of content, interact, and share your ideas and have loads of learning while at work. Work with a team of highly talented young professionals and enjoy the benefits of being at Xoxoday.

We are

Xoxoday is a rapidly growing fintech SaaS firm that propels business growth while focusing on human motivation. Backed by Giift and Apis Partners Growth Fund II, Xoxoday offers a suite of three products - Plum, Empuls, and Compass. Xoxoday works with more than 2000 clients across 10+ countries and over 2.5 million users. Headquartered in Bengaluru, Xoxoday is a 300+ strong team with four global offices in San Francisco, Dublin, Singapore, New Delhi.

Way forward

We look forward to connecting with you. As you may take time to review this opportunity, we will wait for a reasonable time of around 3-5 days before we screen the collected applications and start lining up job discussions with the hiring manager. We however assure you that we will attempt to maintain a reasonable time window for successfully closing this requirement. The candidates will be kept informed and updated on the feedback and application status.

Responsibilities :

Get involved in the entire customer lifecycle from onboarding through the duration of their subscription period
Provide product training to enable the customers to realize the potential of Empuls.
Identify product usage gaps and provide actionable solutions to the customers.
Build value-based relationships with customers and create Xoxoday champions.
Conduct Strategic Business Reviews (EBRs and QBRs) to understand customer lifecycle milestones, communicate the value of our product, showcase ROI,
Drive desired customer outcomes through a consultative approach.
Identify opportunities for upselling and cross-selling along with the Account Managers.
Communicate and brainstorm with the product team on customer feedback and help refine the product roadmap.
Work with the marketing team to execute customer surveys, case studies, etc.
Optimize existing processes within the company and actively enhance all Customer Success initiatives.
Drive customer advocacy through reviews, testimonials, and customer meetups; and create a center of excellence within the customer's organization.

Requirements:

Has relevant 4 to 6 years of work experience in a Customer Success role in a B2B SaaS company
Hands-on with tools like Pendo, HubSpot, Postman etc.
Should be open to aligning with the different time zones based on business requirements.
Showcases exemplary written and verbal communication skills to work with Global Customers.
Has worked directly with Customers in the Americas or European region.
Has an exceptional ability to communicate and foster positive business relationships.
Demonstrates a deep understanding of customers concerns and thoughts regarding the use of products.
Managed customers across different segments in the past and knows how to manage them differently.
Exhibits a true passion for customers and for Customer Success.

What can you look for?

We are

Way forward

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https://www.youtube.com/channel/UCMiF2_uNIIlSnLpkPO-Lwhw">Youtube Channel

https://www.twitch.tv/onjoyride">Twitch Channel

https://www.facebook.com/JoyrideTV/">FB Page

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Trivia Crush: It’s all about speed! Answer the trivia questions as fast as possible to make the cut.
Music Mania: This song sound familiar? Guess the song title to stay in the game!
Film Frenzy: Know this movie? Guess the film title to stay in the game!
Sold!: Guess the auction price for an array of weird and wonderful items!
Superfans: Are you the expert on Harry Potter? DC Comics? Then this show is for you - all themed trivia, all the time.
Swipe: See how well you know our guests as you swipe through potential dates!
The Crush: Help our guest choose between two potential dates as they get to know each other on camera
Drawzzle: Watch the Host draw clues, and guess the word to stay in the game

….And many more shows coming soon.

Get a glimpse of Joyride (Channels where we stream our game shows):

https://www.youtube.com/channel/UCMiF2_uNIIlSnLpkPO-Lwhw">Youtube Channel

https://www.twitch.tv/onjoyride">Twitch Channel

https://www.facebook.com/JoyrideTV/">FB Page

JOB DESCRIPTION

Key Responsibilities:

Track key metrics including retention, monetization, virality and general engagement. Provide various product and user insights to optimize the metrics and drive key business decisions
Research into market data as well as user demographics to make well-informed decisions on future business strategies, product roadmap and production roadmap
Bring expertise in your product areas and conduct rigorous A/B tests and data analysis to help improve customer experiences and identify profitable growth opportunities
Managing various real-time reports and help stakeholders translate reports and data into actionable insights. This includes:

P&L, LTV, virality and user behaviour reports with Product Team
App performance, programming bugs with Tech Team
User Acquisition and cost reports with Marketing Team and more

Skills Required

7+ years of analytics experience in a consumer internet business with exceptional quantitative skills

2+ years of experience in product analytics
Experience in analytical methods (like ANOVA, Distribution theory, regression, forecasting, Machine Learning Techniques, etc.) is a plus
Experience in mobile or social games is a plus
Experience in managing and leading teams is a plus

Proficient in SQL, scripting (either of spreadsheets scripting/VBA/Java etc.)
Experience in statistical analysis using a statistical programming language like R
Detail-oriented and data driven mindset and aptitude for solving complex, unstructured problems involving multidimensional datasets
Proven ability to work effectively with multifunctional teams
Driven to succeed with a strong work ethic
Excellent interpersonal and communication skills
Bachelors or Masters in engineering/statistics or similar field from top tier colleges like IITs, IIITs is preferred