Customer Success Lead - B2B SaaS

EquityList is an equity management software for companies across APAC, MENA, and the US. Unicorns such as Cars24, Slice, Shiprocket, Bluestone, Blackbuck, Livspace, and Pristyn Care, along with 300+ companies use our software to digitize and manage cap tables, stock options, and related compliances. We currently manage equity for 15k+ stakeholders and stock options worth $1.1Bn+.

We are backed by AngelList India, Hustle Fund, Republic, Unpopular Ventures, Mana Ventures and stellar group of angels.

About the Role:

We succeed when our customers thrive. At EquityList, we are helping businesses manage and navigate the complexities of ‘equity management’. They have entrusted us with a weighted responsibility of ensuring that their shareholder and employee relations are in safe hands. Every decision and action that we take is to uphold that trust and give them a delightful, stress-free experience.

Customer Success at EquityList starts from the very beginning of our interaction with them. From the initial onboarding call (product walk-through) to the post-conversion customer journey, we MUST ensure that our customers are blown away by our customer-first DNA.

As a Customer Success Lead at EquityList, you’ll spearhead onboarding and CX engines. You’ll be responsible for fostering a strengthened relationship with key accounts and working closely with other account managers to empower our customers to make the most of EquityList’s platform.

We’re looking for builders who are passionate about laying a foundation for scaleable and impactful customer experiences. You’ll be responsible for leading by example and are expected to experiment and execute with utmost urgency and focus so that our customers thrive.

Immediate-future (first 3 months):

• Become a product expert and develop a complete understanding of the EquityList platform
• Own customer onboarding motion and ensure 100% SLA compliance by the overall operations team
• Work with your fellow peers to deliver product demos to our customers, audit their calls, and identify possible optimizations
• Initiate relationship-building touchpoints with key customers to thoroughly understand their priorities and EquityList usage
• Study and start optimizing existing CRM usage to efficiently track the customer journey
• Streamline support operations across various channels (emails, tickets, Whatsapp)
• Develop cadence and workflows to capture customer reviews and feedback consistently
• Build a customer-referral engine to contribute to EquityList’s business growth

Long-term (post first 3 months):

• Contribute to EquityList’s product roadmap and work closely with the product team in developing features requested by our customers
• Work closely with our marketing team to create impacting customer case studies and whitepapers
• Develop and drive account expansion: up-sell and cross-sell engines that allow your fellow account managers to increase our customer’s product adoption
• Map customer success journey to constantly remove any friction
• Manage churn and increase customer retention and satisfaction
• Build and implement an effective customer success playbook
• Coach your fellow team members on building sustainable and high-quality customer relationships
• Work with the leadership team in developing overall KPIs for operations and customer success within EquityList

You have:

• Experience of at least 6-7 years in a high-velocity customer success role at a fast-growing B2B SaaS company
• Contributed to the company’s revenue growth by managing customer accounts (preferably with annual contract values of $10k+/year)
• Previously led a team and have displayed high levels of leadership qualities in your previous organization
• Ability to manage multiple projects and tasks simultaneously while maintaining clear track of things to ensure stuff gets done every hour every day
• Strong communication skills (verbal and written). You enjoy writing and documentation.
• A strong sense of customer service. You want to see customers you interact with succeed and have the best experience possible.
• Comfort with tools such as Excel, Google Sheets, Notion, Loom, etc.
• Comfort working in a remote setup. We like to meet in person whenever possible :)
• A deep love of startups (https://venturehacks.com/save-the-world)