ProMobi Technologies is one of the leading Enterprise SaaS products company headquartered in Pune, India. Our product portfolio includes - Unified Endpoint Management (UEM) solution, Push-to Talk & team communication platform, Consumer Finance and Hardware as a service (HaaS).
We’re growing and so is our team! We are looking for passionate, self-motivated & energetic individuals to join our dynamic team that’s on the frontline to facilitate growth across our products.
About the role
Promobi is looking for a Customer Success Lead for our B2B SAAS product Scalefusion. As a Lead you’ll spearhead efforts to ensure our clients derive maximum value from our software solutions. You’ll lead a team of Customer Success specialists, working collaboratively with internal departments to drive customer satisfaction, retention, and growth.
What will you do
- Team Leadership: Direct and mentor a team of customer success specialists, guiding them in establishing strong relationships with clients and assisting them in achieving their business objectives and revenue targets.
- Revenue Generation: Collaborate closely with clients to understand their business goals and identify opportunities for upselling and cross-selling to generate revenue.
- Customer Onboarding and Adoption: Oversee strategies for successful onboarding of new clients, ensuring smooth adoption of our software and driving usage to achieve desired outcomes.
- Account Management: Act as the primary point of contact for key client accounts, leading regular strategic meetings, understanding their needs, and aligning our solutions to their business goals.
- Retention: Develop strategies to increase customer retention rates and Identifying opportunities to introduce customers to new products or services that complement their existing purchases, thereby increasing their lifetime value.
- Customer Advocacy and Feedback: Serve as the advocate for clients within the organization, collating and communicating feedback to relevant teams for product improvements and enhancements.
- Performance Analysis: Utilize data analytics and customer success metrics (e.g., Net Promoter Score, CSAT score) to assess accounts health and proactively address issues or areas for improvement.
- Customer Success Initiatives: Plan and execute customer-focused initiatives, such as educational webinars, training sessions, or customer advisory boards, aimed at enhancing overall client satisfaction.
What we want you to have:
- Bachelor’s degree in Business Administration, Marketing or a related field.
- 5-10 years of experience in a customer success role within the B2B SaaS industry, with demonstrated leadership and team management experience.
- Open to work in the target driven role.
- Enthusiastic to work in the Shifts (Day Shift and US shift) in work from office mode.
- Strong understanding and proven experience in SaaS business models and familiarity with customer success methodologies.
- Excellent communication skills, both written and verbal, with the ability to articulate complex concepts effectively.
- Proficiency in using CRM software (e.g., Hubspot, Jira) and other customer success tools.
- Analytical mindset with the ability to interpret data and drive actionable insights to improve customer success metrics.
- Empathy and a customer-centric mindset, focusing on delivering value and ensuring customer satisfaction.
Good to have:
- Experience working with subscription-based software models.
- Knowledge of agile methodologies and their application in customer success.
- Overview of Mobile Device Management technology.
- Understanding of leading and emerging mobile technologies along with working knowledge of Android, Apple & Windows Operating Systems.
- Strong interest in the mobility industry.