Own the end-to-end success journey for a SaaS product, managing strategic customer relationships, adoption, satisfaction, retention, and issue resolution. Analyze customer metrics, coordinate with Product and Engineering, support testing and releases, create enablement resources, conduct reviews and training, and provide actionable feedback. Lead and mentor a growing customer success team while aligning product value with enterprise customer outcomes.
- Own the end-to-end customer success journey for the V7 SaaS product, focusing on customer adoption, satisfaction, and long-term value realisation.
- Act as the primary relationship owner for strategic and enterprise customers, proactively understanding their business needs and addressing concerns.
- Collaborate closely with cross‑functional teams such as Product, Engineering, QA, and Operations to ensure customer requirements are met.
- Participate in and support product testing, validate new features, and follow up on feature updates before and after release.
- Provide high-level oversight of customer queries and issues, ensuring timely resolution through coordination with internal teams.
- Track, analyse, and present customer adoption and engagement reports, using available data and ticket insights to understand usage trends and improvement areas.
- Share actionable customer feedback, enhancement requests, and adoption challenges with Product and Engineering teams.
- Proactively identify risk accounts and adoption gaps, and drive plans to improve customer health and retention.
- Create and maintain knowledge resources such as user guides, FAQs, and best-practice documentation to enable customers.
- Conduct regular customer reviews, success check-ins, and product walkthroughs.
- Train internal teams and new hires on customer success processes, product updates, and customer expectations.
- Build and mentor a high-performing customer success team as the function scales.
Requirements
- 5+ years of experience in Customer Success and Support, Project & Account Management, preferably in a SaaS or B2B software environment.
- Hands-on experience with JavaScript, jQuery, API and SQL Server.
- Good to have basic knowledge in ASP.Net
- Proven experience in managing enterprise or large customer relationships.
- Strong ability to understand customer workflows and align product value with business outcomes.
- Understanding of the Software Development Life Cycle (SDLC) and application maintenance processes.
- Excellent communication, presentation, and stakeholder management skills.
- Data-driven mindset with the ability to analyse customer metrics and drive improvement actions.
- Experience working cross-functionally with Product, Engineering, Sales, and Implementation teams.
- Familiarity with customer success tools, CRM platforms, or support systems is an advantage.
- Prior team handling or mentorship experience is a plus.
Karomi Technology Chennai, Tamil Nadu, IND Office
Chennai, India
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