Overview of the Job Profile
We are seeking a dynamic and experienced Lead Customer Success to join our team. The ideal candidate will play a pivotal role in ensuring our customers achieve their desired outcomes while fostering long-term relationships. As a Lead Business Analyst-Customer Success , you will guide and mentor our customer success team, develop strategies to enhance customer engagement, and drive overall customer satisfaction.

 

Responsibilities
● Own Customer Life Cycle & Account Management – from Sales Handover, Oversee & Ensure smooth on-boarding, Consistent Engagement with(MBRs and QBRs) building a Relationship of Trust & Transparency ● Develop and implement comprehensive customer success strategies that align with business goals ● Lead, mentor, and manage a team of customer success professionals, setting performance goals and providing ongoing coaching and feedback. ● Conduct performance reviews and implement development plans to ensure team effectiveness and professional growth
● Onboard customers with Integration support and drive adoption of the product
● Represent the voice of the customer and influence the product development roadmap
● Empathise with every aspect of the customer experience, putting customer's needs first
● Rely heavily on data and analytics to identify customers at risk and engage proactively to mitigate churn risk
● Track programs to move towards Perfect 10 (10 on a scale of 10 in customer satisfaction) and to establish new capability
● Become a product expert on Scrut Automation and how our platform can be used to improve security posture through our standard offerings (SOC2, ISO27001, PCI DSS,HIPAA, CCPA and GDPR).

 

Requirements
● Have 4-6 years of experience in Customer Success or Account Management at a SaaS company
● Have experience in the cybersecurity or compliance industry
● Have clear and thoughtful communication skills, with a strong critical thinking ability
● Problem-solving ability and customer-centric outlook
● Be comfortable with talking through technical concepts with a technical audience
● Have a keen ability to multitask
● Have an outstanding work ethic and know when/how to ask for help when you need it

Why should this job excite you?
● Opportunity to make an early impact on one of the most promising, high-growth SaaS startups in India
● A high-performing action-oriented team
● Immense exposure to the founders and the leadership
● Opportunity to shape the future of B2B SaaS Customer Success with YOUR innovative ideas
● The competitive compensation package, benefits, and employee-friendly work culture