Customer Success Manager | Scrabble & Jigsaw

Posted on December 11, 2023

Job Description

The Role: We are looking for an enthusiastic Customer Success Manager to work as a trusted advisor for our clients and lead them through all the phases of the product implementation. With a consultative approach, you will plan and manage account relationships with a focus on product adoption and client success.   Responsibilities: <ul> <li>Own the client journey from on-boarding to adoption, renewal, and growth.</li> <li>End to end account owner for given set of accounts. Role involves acumen for identifying opportunities to cross-sell and up-sell and penchant for numbers</li> <li>Responsible for up-sell and cross-sell and overall growth of the account</li> <li>Deliver and measure the ROI for each account.</li> <li>Manage the product implementation in terms of milestones with resource and program tracking while managing risks and escalations.</li> <li>Track the engagement metrics and lead the account reviews seeking feedback and providing support at every touchpoint for optimum value delivery.</li> <li>Collaborate with internal stakeholders across operations, sales, engineering, and product to ensure all queries are addressed in a timely manner.</li> <li>Translate client feedback into positive impact on product development.</li> <li>Improve the product adoption with greater client satisfaction.</li> <li>Conduct engagement and training activities such as webinars, product demonstrations, etc.</li> <li>Develop and maintain positive client relationships.</li> <li>Create adoption benchmarks and forecasts based on business use cases.</li> <li>Opportunity to work with Principal / Partner level folks at some of the leading Private Equity / Venture Capital funds.</li> </ul>   Who we're looking for <ul> <li>B. Tech/ MBA from a premier College or University.</li> <li>Excellent verbal and written communication skills.</li> <li>Minimum 3 years of experience in a Customer Success role with a track record of delivery and implementation of SaaS solution or subscription based product in a fast paced environment.</li> <li>Ability to create new business opportunities through relationship building with key decision makers.</li> <li>Adept at working cross-functionally to deliver results.</li> <li>Deep understanding of the Financial services ecosystem having a strong grasp of financial terminology.</li> <li>Strategic thinker with the ability to decode technical solutions for a non-technical clientele.</li> <li>Prior experience in Project management or account management in a client facing role is preferred.</li> <li>Analytical and process-oriented with good knowledge of value drivers in recurring revenue business models.</li> <li>Strong organizational, time management and prioritization skills.</li> </ul>   *Candidates with Relevant experience in B2B SaaS, managing international clients and ARR business model should ONLY apply About Synaptic Synaptic is a Series B funded India and US based SaaS start-up that is bringing the power of alternative data to the world of investing. We unify real-time insights on companies across 100s of metrics onto one platform. Data is changing traditional investment research and we are at the forefront of this change. Our customers are some of the biggest and the most prolific venture capital firms, private equity shops and hedge funds managing hundreds of billions of dollars cumulatively. We are backed by marquee global funds like Valor Equity Partners, Ribbit, Felicis and Vy Capital

Job Description