Customer Success Manager

About Scaletrix:

Scaletrix AI is a Data Analytics and AI services provider with 15 years of shining experience in the sector. A team of alumni leads it from McKinsey, BCG, ZS, Genpact, Citi, IIT, ISB, FMS, and CMU. Scaletrix AI has helped various companies develop end-to-end solutions by bringing data engineering and data sciences together. Additionally, the company is a strategic partner of Heap Analytics, providing platform selling, onboarding, managed services, and client management services to Heap customers.

Job Description:

As a Heap* Customer Success Manager, you will manage day-to-day operational and long-term business relationships with Heap’s Mid-Market and SMB customers. The CSM promotes adopting Heap’s products and and positions Heap to meet our customers’ current and future business requirements. The CSM will also be critical in managing customer escalations and proactively communicating upcoming product changes and enhancements.

The CSM will have excellent working relationships with other teams at Heap who will be active within their accounts. Specifically, strong partnerships with the Sales, Solutions, Customer Education, Professional Services, Marketing, Partnerships, and Product teams will be key to this role. The CSM advocates for their customer within Heap and will always be a professional representative in this post-sale role.

Responsibilities:
• Own leading and lagging indicators of success.
• Retain and grow the revenue for existing Heap customers, owning the net retention rate of your
customer base.
• Own product adoption metrics, value plan, and relationship plan for your customers.
• Maintain high NPS scores for both implementation and account satisfaction.
• Achieve operational excellence.
• Ensure all communication and activities with assigned customers are documented in CRM
(Salesforce) and/or CS platform (Catalyst).
• Use Heap effectively to measure customer product KPIs and run adoption analyses for
customers.
• Own the entire customer journey.
• Support customers coming out of implementation and launch validation and assist with
accelerating the breadth of adoption and positive business outcomes for the customer and Heap.
• Conduct quarterly business reviews to document success to date, review adoption and usage
metrics, align on executive priorities, and provide adoption and usage recommendations.
• Deliver business value.
• Work with customers to develop a value and success plan outlining how Heap adoption will
address their required capabilities to achieve positive business outcomes immediately and in the
future.
• Drive adoption through innovation, product demonstration, and customer alignment.
• Advocate for the best customer experience.
• Serve as the customer’s advocate to other Heap resources in Product, Support, Professional
Services, Marketing, and Partnerships.
• Expand existing customers.
• Partner with Account Executives to grow Heap revenue via upsells while providing an ideal
customer experience.
• Proactively identify where and how Heap capabilities can deliver incremental business value.

Requirements:
• 2 - 5 years of experience in a consultative customer-facing role (management consulting, account
management, customer success management, etc.) with a SaaS organization.
• Proven track record of leading customer engagements with B2B or B2C commercial and/or
enterprise customers resulting in increased adoption, customer satisfaction, and contract value
growth on both upsells and renewals
• Knowledge of the analytics market and data infrastructure or experience within the SaaS/digital
space
• Strong operational discipline with an analytical, process-oriented mindset and a data-based approach to decision-making and assessment
• Strong ability to align technical concepts & features to required capabilities
• Proven ability to present technical concepts effectively to diverse stakeholder groups and to engage
effectively with senior executives of large enterprises on both technical and business topics
• Resourceful and creative problem-solving skills in order to provide optimal business or technical
solutions
• Excellent oral and written communication skills, along with an ability to work cross-functionally with
a broad range of internal and external clients
• Self-motivated, proactive team player with innovative ideas to inspire customer loyalty and adoption
• Strong interpersonal skills and experience building strong internal and external relationships
• Experience with CS and CRM tools (Salesforce, Gainsight, etc.)

Good to have
• Experience with HTML, CSS, JS, SQL
• Experience working with integrating data using front-end and server-side APIs
• Experience in analytics tools or warehouses (Looker, Tableau, Snowflake, Redshift, etc.)
• Domain expertise in SaaS, Financial services and/or E-commerce (B2B and/or B2C)
• One of the digital analytics platforms: Adobe Analytics, MixPanel, Heap Analytics, Amplitude, CleverTap, GA 360 (Google Analytics Skill), MoEngage, Pando Analytics, WebEngage