GM - Customer Success

Digii (formerly CollPoll) is a pioneering enterprise SaaS company headquartered in Bangalore. Digiicampus, its core platform, is redefining the landscape of higher education by spearheading the digitization of administration, academic activities, and the overall campus experience. With a mission to liberate educational institutions from the constraints of pen-and-paper methodologies and outdated ERPs, Digii is committed to ushering in a new era of seamless digital transformation. Digiicampus, trusted by over 250,000 students across 150+ top-tier higher education institutions, is designed to enhance campus experiences, elevate learning outcomes, and drive student success.

Backed by marquee institutional investors, angel investors, and advisors, Digii is at the forefront of innovation in the education technology sector. Recognizing the transformative power of technology in various aspects of daily life, from booking taxis to shopping, Digii is dedicated to breaking barriers in the education sector and making a lasting impact.

Designation: GM - Customer Success | Bangalore

We are an enterprise SaaS company that has completed the 0 - 1 journey and is well poised for the 1 - 10 journey in the next 24 months. As we set ourselves for hyper-growth, it is important for us to set a well-defined onboarding process, have metrics to measure progress, and manage the dynamics of all our partner institutions to achieve the outcomes expected from Digiicampus. We want our growth to be fast, efficient, and sustainable. As customer success leader of a part of our product, you will organise and manage the complete operations. Your key responsibilities include:

Product Adoption

1. Develop strategic and tactical initiatives to maintain and improve customer onboarding, retention, and engagement.
2. Benchmark progress quarterly, and gather program measurements to track and analyse the data to ensure the achievement of the agreed-upon business goals.

Implementation and Project Management

1. Create Project Management templates for the implementation of your modules at the Partner Institutions.
2. Ensure your team is well-trained to use this template. Monitor the progress timely and communicate progress as well as concerns proactively.
3. Customer Onboarding and Business Process Mapping
4. Onboarding involves ensuring the customers have a smooth and successful transition into using a company's products or services.
5. Make and continuously evolve a Framework for Business Process Mapping (BMP) for each module you are responsible for. Ensure your team is trained to use these frameworks for new customers.

Account Management

Deliver customer enablement initiatives with the objective of improving CSAT and adopting the Digii platform. Lead regular status meetings with customers to review open initiatives and address any challenges impeding the successful use of Digii.

Change Management at Partners

Understand the gaps between our platform and Partner Institutions processes/expectations based on BPM. If the gap has to be addressed by the customer by changing their process, establish the rationale clearly and take the Business team's help, if necessary for effective change management. If the gap is a reasonable deficiency on our platform, share the complete details with the Product team along with priority.

Customer Empowerment

Be the Voice of the Customer and a strong advocate for your customer's interests in the organization. Gather customer product feedback and communicate with product management and engineering to shape the product development roadmap. Identify use cases not yet covered by our current platform/patterns on issues faced by customers.

Thought Leadership

Establish and manage deep relationships with Functional leaders at partner institutions for change management, Module usage, knowledge creation, and product feedback.

Team Management

Hiring New members proactively for future demand and Manage Performance appraisal cycle of team members.

Skills Required:

• Minimum 6+ years of experience in Customer Success and SaaS-based companies.
• A strong understanding of the SaaS industry, including knowledge of common practices, trends, and challenges in delivering and supporting SaaS solutions.
• In-depth knowledge of the SaaS and the ability to effectively communicate its value proposition to customers.
• Strong verbal and written communication skills to articulate complex concepts and solutions to both technical and non-technical audiences.
• Experience in managing a portfolio of customer accounts, understanding their business needs, and ensuring they derive maximum value from the SaaS product.
• Proven ability to lead successful onboarding processes, ensuring customers are effectively introduced to and educated on the SaaS product
• Great organizational and time management skills, and experience working with remotely distributed global teams in different time zones.
• A motivated and positive approach to solving customer problems large and small.
• Passion for technology and for contributing to a fast-growing SaaS company.
• Experience working with cross-functional teams (e.g. Sales, Product, Marketing, Engineering).
• 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.
• Diplomacy, tact, and poise under pressure when working with customers.

Digii’s commitment to you:

• Opportunity to make a dent in higher education globally.
• Competitive Pay + Equity.
• An open culture that thrives on passion and excellence.
• Access to top entrepreneurs, technologists, and product leaders for brainstorming and mentorship.
• Speaking opportunities at top conferences and events to strengthen your thought leadership.
• Location - Bangalore (Work from Office)