Customer Success Manager

Job Title: Customer Success Manager

Location: India - Bangalore - Hybrid

Full-time Position

*About Swym (https://swym.it): *

At Swym, we're helping to shape the future of how customers shop online, and we are doing it in a big way. Our innovative solutions enable e-commerce brands to create a seamless, engaging shopping experience for their customers. With a customer base of close to 40,000 merchants from more than a 100 countries that’s rapidly growing everyday, we have the opportunity to create a truly massive impact on a global scale.

We are a tight-knit and passionate team that hasn’t lost touch with our roots as a scrappy startup. We are growing at a rapid pace, but very deliberate about adding the right people in the team. Our fully remote team works hard, we work autonomously, collaborate async and take ownership of what we do.

Position Overview:

We are looking for Customer Success Managers who are passionate about onboarding Enterprise customers quickly and efficiently, and ensuring they get the most value from our products. If the opportunity to work directly with thousands of merchants around the globe and help them craft a better shopping experience for their customers gets you excited, this might be just the role for you.

Key Responsibilities:
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Ensure Go-live (TTL) and First Value (TTFV) as quickly as practical:

• Project manage app implementations for Enterprise customers
• Adopt best practices to ensure optimal TTL & TTFV
• Personalize the onboarding experience in line with the customers’ objectives
• Opportunistically onboard, consult and demonstrate value for Non-Enterprise customers too

Develop consistent 2-way engagement with customers:

• Engage with customers proactively & contextually based on merchant health signals
• Maintain a predictable engagement cadence and ensure every touchpoint with the customer has solid value to deliver, backed by data
• Aim to elevate the 2-way customer engagement rate to 100%

Make the path to Feature Adoption predictable and repeatable:

• Understand the basis and outcomes of the “most valued features” of our products
• Map that understanding to customer objectives and hash out adoption strategies
• Drive valued-feature adoption, and track and benchmark its outcomes
• Build adoption playbooks for different customer segments

Evolve as a Product Expert:

• Know our product’s value proposition and functionalities end-to-end
• Keep up with product-releases by consuming the sign-off release documents
• Lead strategic review & roadmap conversations with your portfolio customers
• Relay product-related feedback and insights proactively to the PLG and Marketing teams

Swear by Data-led plans of action:

• Dive deep into merchant health data, to familiarize with the patterns of app performance on your merchants’ ecommerce sites
• Based on merchant health signals, draw up appropriate engagement / mitigation strategies to maximize value for your customers and control churn
• Help us reach for the stars by setting audacious value maximization targets

Ensure diligence in Enterprise Customer handovers from Sales:

• Ensure SOPs and coverage of context is followed by the Sales team during account handovers
• Ensure every customer in your portfolio has their customer contracts made accessible on the CRM

Be a Team-player:

• Collaborate seamlessly with our product, support, marketing, sales & agency partner teams
• Help Sales preempt renewal conversations and make expansion forecasting predictable

Qualifications:

• A Bachelor's degree in Business Administration or Engineering - An MBA? You're our hero
• 3-5 years of battle-tested experience in Customer-facing roles - Preferably in Customer Success or Customer Support.
• Strictly no more than 5-6 years of overall work experience
• Tech-savvy - You’ve got a knack for CRM systems (HubSpot) and an affinity for web technologies such as Basic HTML, CSS and JS.
• Genuinely happy about helping people- Seriously, if we could only name one trait that defined success in this role, this would be it.
• A relationship builder - You enjoy building long term relationships with customers to understand their business and help them succeed.
• An excellent communicator - This role requires you to talk to customers regularly, and most of our customers are not India-based. Excellent command of the English language (both spoken and written) and the skill to tactfully handle difficult conversations is a must.
• Data-driven - You know to analyze and interpret data, and making decisions in that manner is second nature to you.
• Organized- You will work with many customers and on many exciting projects, and you should be able to prioritize and manage time and resources for huge projects
• Strategically minded - You’re excited about building a better customer experience from the start by giving feedback on both process and product
• Passionate about what you do and take pride in your work

Our Vibe - What We're All About:

We're a close-knit crew that never forgot our scrappy startup roots. We're exploding with growth, and we're on the hunt for peeps who share our vision for shaping Swym's future.
Our DNA is built on teamwork, personal growth, and striking the perfect work-life balance. We value work, but we cherish life's other adventures too. We're always leveling up, and trust among our team is sacred. Teamwork is our superpower, and we're all about lifting each other up to reach new heights. Our data-driven culture is all about making our customers the heroes of their own stories.

Benefits:

• Time Off: Enjoy 20 days of PTO, 10 sick days, 12 wellness leaves, and 10 fixed holidays.
• Competitive Compensation: Competitive pay and stock options are available for all.
• Health & Fitness: We've got your health covered, including fitness classes for your well-being.
• Employee Wellness & Assistance Program: Your well-being matters. We've got you covered with professional counseling services, because we all need a little help sometimes.

Deal Breakers:

We want to be upfront about what it takes to thrive at Swym:

Passion for Impact: If you're not passionate about making a real impact on the future of e-commerce, this isn't the right fit.

Eager to Learn: We expect you to be hungry for knowledge and growth, ready to learn and teach.

Adaptable & Innovative: We don't do cookie-cutter roles; we need you to embrace ambiguity and redefine your role.

Challenging Environment: This isn't a laid-back job. It's meant to be one of the most rewarding challenges of your career.

Interview Process:

1. Resume Screening
2. Introductory Questionnaire
3. Introductory Call - 30 minutes
4. Written Assignment
5. Panel Call 1 - 45 minutes
6. Panel Call 2 - 45 minutes
7. Panel Call 3 - 45 minutes
8. HR Call - 45 minutes

Conclusion:

The Customer Success role isn't just a job; it's your invitation to be part of an epic journey at Swym (https://swym.it). You'll be the catalyst behind our journey to greatness, and your impact will be legendary. If you're ready to seize the opportunity of a lifetime and help shape the future of e-commerce, this is your moment!