Enterprise Customer Success Manager

Headquartered in Jaipur since 1987, the company now sells in 40 countries and supports customers in 11 languages. Product, engineering and support teams work out of offices in Jaipur, Rajasthan and two nearshore delivery centres.

The role

Looking for an Enterprise Customer Success Manager who wants to stay somewhere for a while. Success in this role is measured on gross retention, product adoption and account health scores. Remote position. Most of the team is in Jaipur, but nobody is required to come in. Normal working hours, Monday to Friday. A stable internet connection and a backup power option are required.

What you'll do

• Lead kickoff calls and onboarding plans with new customers
• Create help centre articles when the same question keeps coming up
• Monitor usage and health scores in Gainsight and act on red flags
• Coordinate with support on open tickets for your accounts
• Recruit happy customers for references and case studies

Required qualifications

• 6+ years in customer success, account management or implementation at a SaaS company
• Familiar with Gainsight, ChurnZero, Totango or a similar CS platform
• Experience managing renewals or retention targets
• Calm under pressure when a customer is angry
• Working knowledge of Salesforce
• Able to learn a technical product and explain it in plain terms

Preferred qualifications

• Background in healthcare, logistics or financial services customers
• SQL or Looker for pulling your own account data
• Certified Customer Success Manager (CCSM) or similar
• Experience with usage-based pricing

What we offer

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

If you are shortlisted, we will reach out to set up a first call.

Start: Immediately.

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