Customer Success Manager

About the Company:
Verifast is a dynamic and innovative startup at the intersection of AI and E-Commerce located in HSR Layout, Bengaluru. We are striving to replicate the shopping experience of a physical store to an online store via AI-powered virtual sales agents.
We are a pre-seed level company, building cutting-edge techniques that enable businesses to interact better with their customers. We believe in fostering a collaborative environment where everyone is empowered to innovate and create a long-lasting impact.

Description:
Are you a customer-centric professional with a knack for solving problems and driving product adoption? We are looking for a Customer Success Manager to join our dynamic SaaS startup. As a Customer Success Manager, you will play a critical role in ensuring our customers achieve their desired outcomes while maximizing the value they receive from our product. This role offers the opportunity to shape our customer success strategy and grow with our company.

Key Metrics

• Customer Retention: Minimize churn by proactive engagement and prompt resolution
• Product Adoption: Maximize usage across product features
• Upsell: Increase revenue from existing customers by identifying new avenues

Key Responsibilities
Customer Onboarding & Resolution

• Solve customer issues while closely working with the product and engineering teams.
• Provide handholding, troubleshooting, and product optimization after go-live, closely working with sales.

Customer Engagement and Relationship Building

• Conduct regular monthly meet-ups with top customers to understand their concerns to ensure satisfaction.
• Plan and execute strategies to engage with acquired customers and drive active use of our product.

Education and Advocacy

• Educate customers about new feature developments and use cases, working closely with marketing and product teams.
• Seek reviews and testimonials from customers to gather feedback and use it for continuous improvement.

Content Co-Creation

• Co-create content with existing customers, including case studies, podcasts, webinars, and other educational materials to showcase successful use cases.

Tracking Customer Metrics
Develop and maintain a comprehensive understanding of the customer journey to gather insights and identify potential challenges and opportunities

Who is the Ideal Candidate:
The ideal candidate is a proactive problem-solver with a passion for customer satisfaction. You have a proven track record in managing customer relationships and driving product adoption in a SaaS environment. You are an excellent communicator, able to convey complex information clearly and concisely. You thrive in a collaborative environment, working closely with cross-functional teams to ensure customer satisfaction and success.

Required Skills:

• Communication: Excellent verbal and written communication skills, with the ability to convey complex information clearly and concisely.
• Customer Relationship Management: Expertise in managing customer relationships and driving customer satisfaction.
• Problem Solving: Strong problem-solving skills with the ability to quickly understand and address customer issues.
• Project Management: Strong project management skills to coordinate customer initiatives and ensure timely delivery.
• Analytical Skills: Ability to track and interpret key metrics and make data-driven decisions.

Benefits:

• Work directly with founders internally and externally.
• Opportunity to lead the customer success team in the near future.
• Supportive work culture with a focus on innovation and teamwork.
• Access to the latest tools and technology.