Customer Success Executive - Account Management - B2B Enterprise

KodeKloud is a fast-growing EdTech SaaS company dedicated to transforming the way businesses upskill their teams in DevOps, Cloud Computing, and IT by offering hands-on, practical learning experience.

Trusted by over 1 million users worldwide, #4 on the Straits Times’ List of Fastest Growing Companies in 2024! KodeKloud's mission to revolutionize DevOps education is championed by our team of over 100 exceptional individuals across the globe.

As trailblazers in the remote-first workforce, we seamlessly blend work from cozy cafes, sunny beaches, mountain retreats, and vibrant cities or from our company-sponsored home office setups. Meanwhile, our HR team is meticulously planning our next meetup in a unique corner of the globe, where our globally dispersed teams can reconnect, recharge and rebond.

Wondering if you will fit in ? Read on !!!

Position Overview:
We're on the lookout for a highly motivated and experienced Customer Success Executive (CSE) to join our growing team. The ideal candidate should have a background in high-performance B2B Edtech/SaaS Customer Success (2 years and above), be familiar with metrics such as engagement rate, GRR, NRR and passionate about DevOps and Cloud Computing. The CSE will play a crucial role in ensuring our clients derive maximum value from our products and services.

Responsibilities:

Ownership of CS process for assigned accounts:

• Responsible for Customer Engagement, Retention and overall assigned account success
• Guide new customers through a seamless onboarding process, ensuring long term engagement and identify expansion opportunities
• Conduct training sessions to familiarize customers with the effective use of our products and services.

Account Management:

• Cultivate and maintain strong, long-lasting relationships with key customers.
• Keep a hawk's eye on customer accounts, smoothing out any bumps in the journey.
• Collaborate with cross-functional teams to ensure customer needs are met.
• Promote high engagement and utility of licenses as indicators for renewals and expansions.

Customer Support:

• Be the superhero of customer inquiries
• Team up with our support squad to solve problems
• Reply to customers faster than they can say "help!"

Product Knowledge and Feedback:

• Know our products inside out – you'll practically be a walking user manual.
• Share customer insights with our tech wizards for constant improvement.

Renewals:

• Be fully responsible for the account renewal process and figures of assigned accounts.
• Monitor customer subscription renewals using Stripe and HubSpot, ensuring a high renewal rate.

Data Analysis:

• We’re looking for someone great with Data! Utilize various tools such as HubSpot, Metorik, Mixpanel to analyse customer data and trends.
• Generate reports and insights to inform decision-making and strategy.

Customer Advocacy:

• Turn happy customers into our biggest fans – think case studies, testimonials, and more!

Qualifications:

• 2-5 years relevant experience, preferably as a Customer Success Executive in Edtech, SaaS (B2B). Experience from similar companies/product/space preferred.
• Familiarity with CRM tools such as HubSpot.
• Positive vibes, killer communication skills, and a dash of problem-solving wizardry.
• Ability to dance through challenges in a fast-paced environment.
• Results-driven with a passion for making customers grin.
• Ready to learn new tools and tech – we're all about growth!

If you are passionate about customer success and meet the qualifications outlined above, we'd love to hear from you!

Disclaimer:

We are an equal employment opportunity employer and consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, age, marital status, national origin, protected veteran status, disability, or any other legally protected class.