Sr, Customer Success Manager
A fast-growing SaaS commerce company permanent WFH & Office
Sr, Customer Success Manager
at A fast-growing SaaS commerce company permanent WFH & Office
Agency job
via Jobdost
4 - 7 yrs
₹15L - ₹20L / yr
Remote, Bengaluru (Bangalore)
Skills
Human Resources (HR)
Saas Products
What is the role?
As the Senior Customer Success Manager, you will lead the onboarding and post-sales efforts in
building and delivering value to our clients. You will be advising, assisting, and guiding the
Company clients about Empuls (Company product) to ensure complete adoption of its features -
thereby enhancing the product usage and business growth. You will be responsible for product
metrics like NPS, churn, MAU, etc
Key responsibilities
1. Involve actively in the complete lifecycle from the pilot, onboarding to the complete
duration of the subscription period.
2. Establish deployment goals and success factors and then develop a plan to carry them out
successfully.
3. Guide, educate, and train the client teams on product adoption.
4. Monitor, document and analyze the progress towards the stated goals and results.
5. Have a data-driven approach in providing solutions for the identified usage gaps.
6. Build value-based relationships with the clients as the single point of contact.
7. Identify right business use cases where Empuls can be applied and work with the client
for getting them implemented ensuring measurable results.
8. Drive opportunities for cross-selling and upselling.
9. Negotiating and closing renewals with existing clientele.
10. Communicate and brainstorm with the product team on customer feedback and help
refine the product roadmap.
11. Work with the marketing team to execute customer surveys, case studies, usability tests,
etc.
Whom will you work with?
You will closely work with the product team. You will report to the product team.
What are we looking for?
● An enthusiastic individual with 4-8 years of experience in customer success in an HR
tech/ SaaS company.
● Experience managing customers (Small, mid and large) and handoff from Sales to
onboarding to customer success.
● Relevant experience in account management and customer success, preferably for SaaS
products.
● Bachelor’s/Master's degree in any HR, Tech, MBA etc.
● Strong interpersonal skills with excellent listening skills and empathy quotient.
● Excellent written and verbal communication.
● Self-motivated, team player with a high focus on customer centricity and delight.
● Expertise in handling client issues and servicing the client in a fast-paced environment.
● Preferred – experience in the HR domain and Technical skills.
What can you look for?
Challenging opportunity, tough problems, and a very good growth path. An excellent opportunity
to work with a team of highly talented young professionals. We also offer a whole load of
benefits to make your stay enjoyable with this company.
We are,
A SaaS commerce company helping organizations enhance employee engagement by offering
products in the area of rewards & recognition, employee surveys via Empuls, incentive
management via Compass, and an e-commerce product catalog via Plum. We welcome you to
explore the website to learn more about us.
Way forward,
If you find this role exciting and want to join us at Bangalore, India, then apply by clicking
below. Provide your details and upload your resume. All received resumes will be screened,
shortlisted candidates will be requested to join for a discussion and on mutual alignment and
agreement, we will proceed with hiring
As the Senior Customer Success Manager, you will lead the onboarding and post-sales efforts in
building and delivering value to our clients. You will be advising, assisting, and guiding the
Company clients about Empuls (Company product) to ensure complete adoption of its features -
thereby enhancing the product usage and business growth. You will be responsible for product
metrics like NPS, churn, MAU, etc
Key responsibilities
1. Involve actively in the complete lifecycle from the pilot, onboarding to the complete
duration of the subscription period.
2. Establish deployment goals and success factors and then develop a plan to carry them out
successfully.
3. Guide, educate, and train the client teams on product adoption.
4. Monitor, document and analyze the progress towards the stated goals and results.
5. Have a data-driven approach in providing solutions for the identified usage gaps.
6. Build value-based relationships with the clients as the single point of contact.
7. Identify right business use cases where Empuls can be applied and work with the client
for getting them implemented ensuring measurable results.
8. Drive opportunities for cross-selling and upselling.
9. Negotiating and closing renewals with existing clientele.
10. Communicate and brainstorm with the product team on customer feedback and help
refine the product roadmap.
11. Work with the marketing team to execute customer surveys, case studies, usability tests,
etc.
Whom will you work with?
You will closely work with the product team. You will report to the product team.
What are we looking for?
● An enthusiastic individual with 4-8 years of experience in customer success in an HR
tech/ SaaS company.
● Experience managing customers (Small, mid and large) and handoff from Sales to
onboarding to customer success.
● Relevant experience in account management and customer success, preferably for SaaS
products.
● Bachelor’s/Master's degree in any HR, Tech, MBA etc.
● Strong interpersonal skills with excellent listening skills and empathy quotient.
● Excellent written and verbal communication.
● Self-motivated, team player with a high focus on customer centricity and delight.
● Expertise in handling client issues and servicing the client in a fast-paced environment.
● Preferred – experience in the HR domain and Technical skills.
What can you look for?
Challenging opportunity, tough problems, and a very good growth path. An excellent opportunity
to work with a team of highly talented young professionals. We also offer a whole load of
benefits to make your stay enjoyable with this company.
We are,
A SaaS commerce company helping organizations enhance employee engagement by offering
products in the area of rewards & recognition, employee surveys via Empuls, incentive
management via Compass, and an e-commerce product catalog via Plum. We welcome you to
explore the website to learn more about us.
Way forward,
If you find this role exciting and want to join us at Bangalore, India, then apply by clicking
below. Provide your details and upload your resume. All received resumes will be screened,
shortlisted candidates will be requested to join for a discussion and on mutual alignment and
agreement, we will proceed with hiring
Read more
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Our products have been downloaded over 325 million times by players around the world. We
have several flagship products including the most recent - Adventure Chef Merge Explorer, a
casual merge and explore game. Some of our other ongoing hits include Episode, a mobile
storytelling network and platform, and War Dragons, a visually stunning 3D real-time strategy
game.
Pocket Gems is home to some of the most massive and delightful mobile-first games, like War
Dragons and Episode. Those games need a solid backend platform, to function critical tasks to
delight our players, and is supported and optimized by our Central Engineering team. As a Sr.
Software Engineer on the Central Infrastructure Team, you will build microservices that acts as
the core of all our games, facilitate the processing and recording of billions of events per day,
support critical systems for marketing, finance. You will be responsible for some of our biggest
projects as you build APIs and infrastructure that scales to millions of players in real-time
games.
What You’ll Do:
• Implement flexible, reusable, and scalable solutions to improve our data pipeline
• Develop microservices for critical infrastructure like A/B tests, Offer recommendation, etc
that is mission-critical to the business
• Develop microservices for our games such as real-time communication platforms,
leaderboard, etc
• Build and maintain integrations with third-party APIs that you suggest or write yourself
• Build scalable web tools (including open source tools) to support data analysis and
visualization for the company and influence what we build for our games’ players
What You Bring to the Central Infrastructure Engineering team:
• Minimum of 7 years of professional experience (including 3+ years backend experience)
• A degree in computer science, engineering, or relevant field
• Experience leading complex projects, preferably involving distributed systems
• Deep experience with AWS, GCP, or Hadoop, and related backend technologies is a
plus
• Strong skills in data structures, algorithms, software design, and OOP
• A love for delighting users, both internal and external, with reliable tools, data, and
creative and highly technical solutions to their problems
Extra Gems for:
• Experience in working with microservices
Infrastructure
Pocket Gems wants to build the greatest games and interactive entertainment in the world.
That’s the mission our founders began within an apartment above a pizza shop back in 2009
and we continue it today.
Pocket Gems has grown to over 250 people in San Francisco. With $155 million in backing from
Sequoia Capital and Tencent, we’re constantly breaking new ground with graphically rich mobile
games, fun new genres of mobile entertainment, and innovative technologies like our mobilefirst Mantis Engine.
Our products have been downloaded over 325 million times by players around the world. We
have several flagship products including the most recent - Adventure Chef Merge Explorer, a
casual merge and explore game. Some of our other ongoing hits include Episode, a mobile
storytelling network and platform, and War Dragons, a visually stunning 3D real-time strategy
game.
Pocket Gems is home to some of the most massive and delightful mobile-first games, like War
Dragons and Episode. Those games need a solid backend platform, to function critical tasks to
delight our players, and is supported and optimized by our Central Engineering team. As a Sr.
Software Engineer on the Central Infrastructure Team, you will build microservices that acts as
the core of all our games, facilitate the processing and recording of billions of events per day,
support critical systems for marketing, finance. You will be responsible for some of our biggest
projects as you build APIs and infrastructure that scales to millions of players in real-time
games.
What You’ll Do:
• Implement flexible, reusable, and scalable solutions to improve our data pipeline
• Develop microservices for critical infrastructure like A/B tests, Offer recommendation, etc
that is mission-critical to the business
• Develop microservices for our games such as real-time communication platforms,
leaderboard, etc
• Build and maintain integrations with third-party APIs that you suggest or write yourself
• Build scalable web tools (including open source tools) to support data analysis and
visualization for the company and influence what we build for our games’ players
What You Bring to the Central Infrastructure Engineering team:
• Minimum of 7 years of professional experience (including 3+ years backend experience)
• A degree in computer science, engineering, or relevant field
• Experience leading complex projects, preferably involving distributed systems
• Deep experience with AWS, GCP, or Hadoop, and related backend technologies is a
plus
• Strong skills in data structures, algorithms, software design, and OOP
• A love for delighting users, both internal and external, with reliable tools, data, and
creative and highly technical solutions to their problems
Extra Gems for:
• Experience in working with microservices
Read more
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