Sr. Customer Success Manager (Enterprise)

inFeedo, Asia's leading AI-powered People Experience Platform, is shaping the future of HR tech. We're on a mission to revolutionize the employee experience globally, with cutting-edge tools like Amber and AI Assist that empower over 600,000 employees and 300+ top clients like Myntra, TATA, Samsung, Lenovo and Genpact. Fueled by 100% YoY growth and a successful $12Mn Series A funding from Tiger Global and Jungle Ventures, we're an industry leader with a passionate team of 170+ individuals. Join us and be a part of the future of work!

Customer Success Managers are the voice of our customers at inFeedo. We're looking for people who have demonstrated excellent customer retention skills with an ability to translate business needs into product specifications.

We believe that a key aspect of innovation is to create a diverse culture where individuals from different fields come together. Example: We have an HR person working in sales, a sales person working in HR" and are looking for cross functional experts to join our CS team. "HR/engagement consultant expertise" OR "SaaS product expertise" preferred!

No. of positions: 1

What will you be doing?

1. Customer Retention: Through collaboration with Product/Tech teams, provide consulting services for a specific set of customers and maximize their ROI. Use existing data points to Increase renewal rates and reduce churn.

2. Portfolio expansion: Identifying CSQLs and nurturing relationships for the growth of the portfolio. Working with the AM team on cross-selling & upselling opportunities. Qualifying pipeline for future business growth.

3. Manage Customer Enhancement Requests: Work closely with product/tech teams to explore the feasibility of technical enhancement requests.

4. Project Planning: Creating success plans for customers that outline both short-term and long-term goals. Also closely drive the value delivery to ensure all customer objectives are met.

5. Training and Enablement: Provide tailored training sessions and resources to ensure customers are fully equipped to use the product or service.

6. C-level Stakeholder Management: Engage with key customers at the executive level to build and maintain strong relationships. Conduct regular business reviews with key accounts to discuss performance, goals, and opportunities for growth.

Who will you work with?

Hemant, Palash, and of course the rest of the jovial inFeedo team.

Job requirements

Is this you?

1. Qualification: Degree in Technology, Engineering, or MBA in HR.

2. Experience: 4+ years in SaaS company, dealing with Enterprise customers

3. Understands technology: You have a good understanding of cloud technology - words like S3 bucket, DB encryption, and API integration. Understanding customer use cases, and recommending solutions.

4. Critical Skills: Excellent communication, presentation, customer call facilitation, and relationship-building skills. Ability to manage influence persuade, negotiate, and build consensus.

5. Problem solver & Entrepreneurial: Ability to understand & solve problems using first principles, have a bias for action, and put the customer first.

6. Data Driven: Ability to make sense of Data to help customers gain actionable insights. A power user of Google Sheets & Excel.

Brownie Points

1. SaaS Startup Experience

2. Alignment to our core values

What happens after you apply?

• Step 1: In 15-20 days, if your application shines and aligns with our criteria, our People Success Team will reach out to you for a quick chat about your journey so far.
• Step 2: Within 4-6 days of that initial chat, we'll introduce you to your potential future team, and we will guide you through the rest of the hiring process.
• Step 3: If our vibes align after meeting the Hiring Team, you'll have an opportunity to chat with the founders.
• If we mutually enjoy the conversation, we'll celebrate with a virtual high-five and outline the next steps for you to join us.
• At any step, if things don't work out, we proactively send an email. You are welcome to ask for detailed feedback and re-apply in the future. :)

Our expectations before you click “Apply Now”

• Read about inFeedo & Amber

We are an equal opportunity employer and value diversity at inFeedo. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status or education.

[Attitude>Skills>Education]

Keywords: HR Tech, SaaS, Customer Success, CSM, Renewals, Customer Relationship Management, Communication, Up-Sell, Cross-Sell