canibuild is hiring a
Customer Success Manager, Remote - India

Summary

The Customer Success Manager will ensure customer success, retention, and revenue expansion through cross-selling and upselling by leading onboarding experiences, collaborating with cross-functional teams, serving as a primary point of contact for customers, understanding their unique needs, monitoring key metrics, collecting feedback, and proactively identifying cross-selling opportunities. A Bachelor's degree, previous experience in B2B account management or B2B Customer success, outstanding communication skills, experience managing accounts, developing long-term customer relationships, an entrepreneurial mindset, and willingness to work in US Shift (9:30PM to 6:30AM IST) are required. Experience working in a high growth tech start-up, construction experience, and willingness to work remotely full-time are beneficial. The job offers competitive salary package, full-time remote work, opportunities for career growth, a dynamic work environment, and an employee-centric culture.

Requirements

• Bachelor's degree
• Previous experience in B2B account management or B2B Customer success
• Experience working to revenue or retention KPI’s
• Experience managing accounts and developing long term customer relationships

Responsibilities

• Lead seamless onboarding experiences for new customers
• Collaborate with cross-functional teams to ensure successful product integration and adoption
• Serve as primary point of contact for customers post-sale, fostering strong and lasting relationships
• Understand the customers' unique needs and goals, aligning our solutions to drive value and satisfaction
• Monitor and analyze key customer success metrics including churn rate, NPS, CSAT, time to value and adoption rate
• Collect, analyze and act upon customer feedback and suggestions to drive continuous improvement
• Utilize customer insights to influence product development and enhancements
• Cultivate strong relationships with customers, obtaining case studies, testimonials and reviews
• Leverage customer success stories to create compelling content that showcases canibuild's value proposition
• Lead and facilitate executive business reviews, customer health analysis and usage
• Educate customers on how to effectively use our platform and services, enabling them to submit tickets for issues, bugs and requests through Customer Support's ticketing system
• Collaborate with customers to understand their evolving needs and align our solutions to address those needs effectively
• Proactively identify and pursue cross-selling and upselling opportunities within the existing customer base
• Present and demonstrate the value of our marketplace, add-ons, upgrades, and other offerings to customers
• Negotiate terms, pricing and contracts to ensure successful deal closures
• Build and nurture strong, long-lasting relationships with key stakeholders within customer organizations

Preferred Qualifications

• Experience working in a high growth tech start-up
• Construction experience is a bonus but not a requirement

Benefits

• Competitive salary package
• Full-time remote work
• Opportunities for career growth
• A dynamic work environment
• Employee Centric