Customer Success Manager

Summary

Join Almabase, a leading alumni software company, as a Customer Success Manager (CSM). You will be responsible for the entire customer journey, from onboarding to advocacy, ensuring customer success and driving expansion. This role requires 1-2 years of SaaS B2B experience in a customer-facing role and excellent communication skills. You will work with US-based university and high school clients during US business hours. Almabase offers a strong culture, competitive salary and equity, and numerous benefits, including health insurance, unlimited leave, and unique perks.

Requirements

• Have at least 1-2 years of SaaS B2B work experience in a customer-facing role such as Customer Success, Customer Support, Account Management, SDR, BDR, Account Executive, etc
• Possess excellent written and verbal business communication skills
• Have the ability to communicate and foster positive business relationships
• Possess strong problem-solving skills, a technical and analytical aptitude, with the ability to quickly learn and adopt technical products
• Have an ability to understand a software product and its nuances very well

Responsibilities

• Be accountable for the complete post-sales customer journey (Onboarding → Adoption → Retention → Advocacy)
• Become the trusted advisor for each of your customers and help them achieve their alumni engagement and fundraising goals. Build and maintain strong relationships with the champion and other key stakeholders
• Train customers on the product and leverage product workshops to ensure that they are equipped with knowledge about using Almabase
• Collaborate with customers to solve various use cases using the Almabase product
• Conduct regular check-ins & business reviews with your customers to ensure consistent engagement
• Own the churn prevention and expansion process for all your accounts. Monitor at-risk customer behavior and carry out activities to retain them
• Proactively identify opportunities for expansion and contact customers for up-sell/cross-sell
• Identify customer insights and pain points and contribute to the product roadmap by providing active feedback to the product team
• Collaborate with the Marketing team to build customer case studies, testimonials, and referrals
• Be accountable for training customers on using the product
• Document all customer conversations and information on our CRM
• Work during US hours 9 am - 5 pm EST (5 PM - 2:30 AM IST) (approx.)

Preferred Qualifications

• Have experience working with US customers
• Have experience with customer success software or CRM (like HubSpot)

Benefits

• Strong Culture: We have a culture that we’re proud of
• Transparency & Trust: An environment that trusts each individuals’ ability and creativity to achieve the best outcome for the team. High levels of transparency to help you get exposure to what’s happening across the business
• Great Salary & Equity: Along with competitive salaries, our top performers get stock options
• More than just work: One big secret to our success (shhh… this is just between us) is finding the balance between work and play. We have plenty of activities throughout the year that help build esprit de corps – whether they are intense cricket/football/basketball matches, or fun-filled music/dance/trivia/game nights
• Food & Snacks: You’ll never have to worry about your hunger pangs. We provide tasty home cooked food & snacks at all times of the day
• Health insurance: We offer health insurance for you and your dependents
• Unlimited leaves: There is no ceiling to the leaves. Our only policy is that you use your good judgment
• The comfort of home: On a tiring day, if you want to take a break on a bed or if you want to jog & take a shower at work or play your hearts our on PS5 , you can do it all at Almabase