Customer Success Lead

Customer Success Lead who would be responsible for developing customer relationships to promote customer retention and loyalty.


5 to 10 yrs

Job Type

Full time

  • Pune
Date Posted

Jan 12, 2024

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.

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