Customer Success Associate

Commercial lines, personal lines and specialty programs are run as separate business units. Our claims organisation handles more than 400,000 claims a year, including catastrophe response after hurricanes and hail.

About the role

You will be the customer's main contact after the sale and their voice inside Wrenhill Mutual. The Customer Success Associate owns post-sale relationships for a book of software customers, from onboarding through renewal. Remote within India. The team meets in Ahmedabad once a quarter, travel covered. We do not have many meetings. Most updates happen in writing.

Day to day

• Drive renewals alongside the commercial team, starting 120 days out
• Report monthly on churn risk and saves
• Recruit happy customers for references and case studies
• Lead kickoff calls and onboarding plans with new customers
• Monitor usage and health scores in Gainsight and act on red flags
• Build success plans with measurable goals for each account

Minimum qualifications

• 1+ years in customer success, account management or implementation at a SaaS company
• Organised across many accounts at once
• Able to learn a technical product and explain it in plain terms
• Experience managing renewals or retention targets
• Working knowledge of Salesforce
• Comfortable presenting to directors and VPs

Nice to have

• Zendesk or Intercom experience
• Certified Customer Success Manager (CCSM) or similar
• SQL or Looker for pulling your own account data

Pay: ₹7,50,000 - ₹9,50,000 per annum

Benefits

• Health insurance for you and your family
• Provident fund
• Paid leave

Start: Within 30 days.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Wrenhill Mutual Pvt Ltd.