Lead, Customer Success

Company Overview

Marg Books is a fast-growing billing and accounting software company serving Indian Small and Medium-sized Businesses (SMBs). With a commitment to customer satisfaction and product excellence, Marg Books is rapidly scaling its operations, aiming for significant growth in both customer base and revenue.

Job Summary

The Lead, Customer Success role is pivotal in ensuring that every new customer transitions to independent billing within a short timeframe post-purchase. This includes overseeing customer training, managing the activation process, and leading the support contact center to drive retention and enhance customer satisfaction.

Responsibilities

• Customer Training & Activation: Own the end-to-end customer activation process for 500 to 1,000+ new licenses per month, ensuring they complete training and start billing independently within the 3-4 day Service Level Agreement (SLA).
• Training Operation Management: Define training curriculum and create Standard Operating Procedures (SOPs), while hiring and training trainers to ensure effective knowledge transfer.
• Data Migration Coordination: Work with the tech/implementation team to manage master data migration to ensure readiness for training.
• Milestone Tracking: Monitor and track customer progress through defined milestones, providing dashboards on daily/weekly activation statuses.
• Bottleneck Identification: Identify and resolve delays in customer activation, whether due to data migration, trainer availability, or product friction.
• Support Contact Center Operations: Build and manage a multi-channel support operation (voice, chat, email, WhatsApp) to effectively handle post-activation queries, ensuring adherence to SLAs for response and resolution times.

Qualifications

• Experience: 10-18 years in customer training, onboarding, or support operations, particularly in contact center environments.
• Operational Excellence: Proven track record in scaling training and support functions handling hundreds or thousands of customers monthly.
• Analytical Skills: Ability to utilize data to identify bottlenecks, measure quality, and make informed operational decisions.
• Technical Experience: Familiarity with ticketing systems, IVR, chatbots, or other customer support automation tools.
• Practical Skills: Experience in creating SOPs, training materials, and quality frameworks from scratch.
• Adaptability: Comfortable working in a rapidly growing environment that demands adjustments to operational playbooks.
• Educational Background: A degree in a related field is preferred.

Preferred Skills

• Experience in Software as a Service (SaaS) or software products, particularly in billing/accounting/Enterprise Resource Planning (ERP).

Experience

• Extensive experience with significant responsibility in managing customer training and support operations at a high growth scale.

Environment

• On-site role located in the National Capital Region (NCR) with a dynamic team structure of over 50 members.

Salary

• Salary details are not specified in the job description.

Growth Opportunities

• Opportunities to scale operations significantly, fostering personal and professional growth within a fast-expanding organization.

Benefits

• Specific benefits are not detailed in the provided job description.