Associate Customer Success Manager

The public relations team writes press releases, pitches reporters and handles crisis communications. Based in Kolkata, the agency works with clients in West Bengal and a few national accounts. Family owned and operated since 1961.

Kolkata Digital is hiring an Associate Customer Success Manager to work remotely from India. Success in this role is measured on gross retention, product adoption and account health scores. Remote within India. The team meets in Kolkata once a quarter, travel covered. Flexible hours with a daily team call in the morning. We use Slack, Notion and Google Meet. Cameras on for team calls.

In this role you will:

• Own a portfolio of 30 to 50 accounts and their overall health
• Document every customer touch in Salesforce
• Monitor usage and health scores in Gainsight and act on red flags
• Lead kickoff calls and onboarding plans with new customers
• Recruit happy customers for references and case studies
• Escalate product bugs and feature requests through Jira with clear context
• Build success plans with measurable goals for each account

Qualifications:

• 0-2 years in customer success, account management or implementation at a SaaS company
• Bachelor's degree or equivalent experience
• Organised across many accounts at once
• Experience managing renewals or retention targets
• Working knowledge of Salesforce

Benefits:

• Health insurance for you and your family
• Provident fund
• Paid leave
• Flexible hours
• Internet reimbursement
• Learning budget

We will only contact shortlisted applicants.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Kolkata Digital.