Customer Success Manager (Mid-Market/Enterprise)

Job description

Customer Success Managers are the voice of our customers at inFeedo. We're looking for people who have demonstrated excellent customer retention skills with an ability to translate business needs into product specifications. 

We believe that a key aspect of innovation is to create a diverse culture where individuals from different fields come together. Example: We have an HR person working in sales, a sales person working in HR" and are looking for cross functional experts to join our CS team. "HR/engagement consultant expertise" OR "SaaS product expertise" preferred!

No. of positions: 2

What will you be doing?

  1. Customer Retention: Through collaboration with Product/Tech teams, provide consulting services for a specific set of customers and maximize their ROI. Increase renewal rates and reduce churn. Conduct EBRs with Amber champions and decision makers.
  2. Portfolio expansion: Identifying CSQLs and nurturing relationships for growth of portfolio. Working with AM team on cross selling & upselling opportunities. Qualifying pipeline for future business growth.
  3. CSAT: Ensure high customer satisfaction scores, manage customer health status, adherence to tickets SLAs and create a company-wide customer feedback loop.
  4. Project Planning: Ensure weekly status updates.
  5. Manage Customer Enhancement Requests: Work closely with product/tech teams to explore the feasibility of technical enhancement requests.

This role offers exciting opportunities to interact with some senior industry leaders and build long-lasting customer relationships that create deep customer satisfaction and product adoption. Go for the extra mile, by not only solving their issues but delighting them thanks to your simple, efficient, and caring communication.

Who will you work with?

Sam, Palash, Tanmaya, and of course the rest of the jovial inFeedo team.


Is this you?

  1. Are you someone with either "HR/engagement consultant expertise" OR "SaaS product expertise"? These are critical must haves for this role. 
  2. Qualification:  Degree in Technology, Engineering or Computer Science.
  3. Experience:
    1. Total: 4+ years of total work experience with a proven delivery and retention accountability in a customer-facing organization, preferably enterprise technology in customer success
    2. Domain: Specific experience managing large/enterprise customers
  4. Mentoring: About 2 years of experience in managing a small team, including writing performance evaluations (Preferred)
  5. Critical Skills: Excellent communication, presentation, customer calls facilitation, and relationship building skills. Ability to manage influence through persuasion, negotiation, and consensus-building

Brownie Points

  1. SaaS Startup Experience
  2. Alignment to our core values

What happens after you apply?

  1. Step 1: Within 15-20 days of your application - which is wholesome, original & expressive - our People Team will reach out to you for a quick chat.
  2. Step 2: Within 4-6 days of chatting with the People Team, you will get a call from someone from your future team to discuss the job role.
  3. Step 3: If all goes well, we’ll welcome you to our office for your future manager to deep dive into the role with you and for you to show off your skills through a small task.
  4. Step 4: After a quick interaction with the People Team, if our vibes match, a tête-à-tête with the founding team follows. If we mutually enjoy the 4 steps, we high-five and jot down the next steps for you to come join us. :)
    At any step if things don't work out, we proactively send an email. You are welcome to ask for feedback and reapply in the future.
    Note: We’re scaling extremely fast and we’d like to apologize in advance in case there is a delay or miss in this process. It is unintentional.

Our expectations before you click “Apply Now”

At any step, if things don't work out, we proactively send an email. You are welcome to ask for detailed feedback and re-apply in the future. :)

We are an equal opportunity employer and value diversity at inFeedo. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status, or education. 


Keywords:  HR Tech, SaaS, Customer Success, CSM, Renewals, Customer Relationship Management, Communication, Up-Sell, Cross-Sell