REVIEW CRITERIA:
MANDATORY:
- Top college graduate with experience as Ex-Founder's Office / Ex-founder/ Ex-product manager/ Ex-Sales/ EX-Customer Success profile
- Must have minimum 4+ years of experience in any of role (Ex-Founder's Office / Ex-founder/ Ex-product manager/ Ex-Sales/ Ex-Customer success) profile
- Must have strategic thinking and good communication skills
- Must have worked in startup or operator-style environments — demonstrating hands-on problem solving, building processes from scratch, and driving measurable outcomes across cross-functional teams
- Only IIT candidates from these IIT only (Kharagpur, Mumbai, Madras, Kanpur, Delhi, Roorkee, Guwahati)
- Candidates should have graduated in 2018 or before.
- Candidate's current CTC should not be less than 35 LPA
PREFERRED:
- Experience in software/tech/Solution implementation for B2B SaaS
- This is not a leadership role currently but will become with time
ROLE & RESPONSIBILITIES:
We’ve proven the product–market fit and are scaling fast. We’re now building out our Customer Success & Solutions function — and we’re looking for a senior leader who can be both hands-on with customers today and a builder of the CS & Solutions org for tomorrow.
If you’re looking for a fully-baked playbook to simply execute, this may not be the right fit. But if you’re excited to create the playbook, drive customer outcomes, and shape a global CS motion from scratch, we’d love to talk.
You’ll work closely with the CS Lead, founders, and cross-functional heads to ensure every customer has a world-class experience — from pre-sales to go-live to expansion.
You will be responsible for converting, onboarding, managing, and proactively ensuring success for our customers/prospective clients.
- Pre-Sales - Understand client needs and craft custom demos and sandboxes, and present tailored solutions to clients
- Pilot & Onboarding - Ensure smooth transitions from start to finish, proactively remove hurdles and drive successful launches
- Post Go-Live Success - Continuously assess client health/satisfaction. Collaborate with our product and engineering teams to resolve issues
- Client Relations - Be the voice of our clients. Maintain open communication channels with clients
- Bridge to Product/Engineering - Translate client needs into action items. Keep clients informed on project progress and anticipate any delays
- Documentation - Create and maintain customer success repository of docs, emails, videos, etc. to streamline client support
- Diverse Contributions - To the extent that bandwidth allows, get involved in other aspects of the business e.g. sales, operations, marketing etc
IDEAL CANDIDATE:
- 4+ years of experience in Customer Success, Solutions Engineering, or related client-facing roles (startup/SaaS preferred).
- Comfortable working in US time zones (~3:30 am IST) to directly engage with customers.
- Ability to empathize deeply with customers, understand pain points, and translate them into solutions.
- Entrepreneurial mindset: thrives in ambiguity, loves wearing multiple hats, and drives outcomes without waiting for direction.
- Strong analytical and structured problem-solving skills.
- (Preferred) Computer science or technical background — able to understand product at a granular level, with basic coding ability.
- (Preferred) Familiarity with accounting, revenue recognition, billing, or finance operations.
- High ownership, proactive communication, and bias for action.
- Collaborative, low-ego personality with a sense of humor.
- Not taking yourself too seriously.
PERKS, BENEFITS AND WORK CULTURE:
- Variable: Based on performance
- ESOPs (for full time roles)
- Remote (USA)
BENEFITS (FOR FULL-TIME ROLES):
- Health insurance
- Generous vacation policy
- Learning and development budget
- Team events and company offsites
- Maternity and Paternity benefits
- Company Laptop
- Friday game nights
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- Work with Product Managers and Business to understand business/product requirements and vision.
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- Lead a team of architects, developers, and data engineers to provide platform services to other engineering teams.
- Provide architectural oversight to engineering teams across the organization.
- Hands on design and development of platform services and features owned by self - this is a hands-on coding role.
- Define guidelines for best practices covering design, unit testing, secure coding etc.
- Ensure quality by reviewing design, code, test plans, load test plans etc. as appropriate.
- Work closely with the QA and Support teams to track quality and proactively identify improvement opportunities.
- Work closely with DevOps and IT to ensure highly secure and cost optimized operations in the cloud.
- Grow technical skills in the team - identify skill gaps with plans to address them, participate in hiring, mentor other architects and engineers.
- Support other engineers in resolving complex technical issues as a go-to person.
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