Customer Success

Customer Success Lead

Bengaluru   |   Full Time

Verloop is looking for an enthusiastic and self-driven individual who is passionate to work at a fast-growing start-up and can handle chaotic situations at times. We are in the business of selling core-tech machine learning products to non-tech users. 

This is a great opportunity to join a team of superstars where your passion and desire to succeed will be rewarded with significant career transformation. The ideal candidate will have a proven track record of overachieving in a fast-paced dynamic environment. 


Responsibilities:

  • Own and lead a team of 4-5 CSM’s and drive product retention, consumption, adoption and engagement for a set of customer accounts

  • Manage end-to-end 1-2 critical Enterprise accounts and drive all the CS related goals

  • Proactively drive NPS scores, and increase satisfaction for the accounts managed by self as well as the team

  • Develop a deep understanding of customer needs and be able to tie them to Verloop’s product features, benefits, and value propositions - and ensure your team knows how to communicate them effectively

  • Work to identify/develop upsell opportunities helping solve more problems of the clients. Able to drive revenue targets assigned to the team

  • Establish a trusted advisor relationship with your clients and strategically position our solution, driving adoption

  • Build relationships with customers at all levels from end users and individual contributors to Product Managers, Operations Head, IT Managers, Executives, Senior Executives

  • Consistently touch base with clients throughout the contract lifecycle, escalating important issues where needed

  • Help your team to design Bot Flows for the clients and solve their complex business problems. Approved Bot flows will be handed over to the implementation team for the final delivery & go-live


Requirements

  • 7+ years of overall experience and 4+ in B2B Customer Success, Product/Program Management, Consulting

  • Experience in SaaS Products for Enterprises, driving Upsells

  • Prior leadership experience and have led a team for at least 2-3 years

  • Comfortable in engaging senior executives in strategic discussions and leading Business Reviews (QBR’s, HBR’s etc.) 

  • Technical prowess,and have the ability to quickly grasp complex technical concepts, making them easily understandable to a variety of end users. Understanding of platforms like Voice, Chatbots, Android, iOS, Web etc.

  • Enjoy customer facing and have a proven record of being a customer advocate

  • Strong problem solving and analytical skills

  • Self-driven, Multi-tasker, Comfortable with a fast-paced environment

  • Bachelor's/Master's Degree from a top college or university

Plus Signs

  • Previous experience in Chatbots / AI / SaaS domain with Enterprise Clients

  • Experience working in Startup, Able to adjust in dynamic and ambiguous environment

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