Job Responsibility

• Develop and nurture relationships with assigned customers to understand their business needs, challenges, and goals.
• Proactively engage with customers to drive product adoption, usage, and value realization, thereby increasing retention and NRR.
• Identify upsell opportunities within the customer base by understanding their evolving needs and presenting relevant product/service enhancements or solutions.
• Flawlessly execute upsell opportunities, ensuring seamless customer transition and satisfaction.
• Implement proactive strategies to reduce churn and increase customer loyalty through effective communication, problem-solving, and value-added services.
• Analyze customer data, usage patterns, and feedback to identify potential risks and opportunities, providing insights to the internal teams for product improvements.
• Serve as an advocate for customers internally while representing the company's interests externally, ensuring a positive customer experience at all touchpoints.

Candidacy Requirements

• Qualifications:
• Proven experience (3 years) in a Customer Success or Account Management role, preferably in a Chat company, SaaS or technology-related industry.
• Demonstrated success in upselling, renewals, and reducing churn, with a track record of achieving NRR and upsell targets.
• Strong understanding of customer success metrics, including NPS, CSAT, retention rates, and lifetime value.
• Excellent communication and interpersonal skills, with the ability to build rapport and establish trust with customers at various levels.
• Analytical mindset with the ability to interpret data and translate insights into actionable strategies.
• Self-motivated, proactive, and organized individual with a customer-centric approach.
• Education and Requirements:
• Degree in Business Administration, Marketing, or a related field; additional certifications in Customer Success.
• Proficiency in Hubspot, Google Suite and Microsoft Office Suite.
• Experience working with multi-cultural and cross-functional teams, including Tech, Service, Sales, Marketing, and Product Development.

We are an equal opportunity employer and offer market competitive salary packages along with attractive perks and benefits and plenty of growth opportunities for the right candidates