Customer Success Associate at Planet supporting clients with onboarding and inquiries. Collaborating cross - functionally to deliver seamless customer experience for key programs.
About the role
- Customer Success Specialist at Nextiva guiding customers to maximize their investments and ensuring satisfaction. Focus on onboarding, relationship building, and driving revenue growth in a SaaS environment.
Responsibilities
- Own the onboarding experience for new customers, ensuring a smooth, timely, and successful implementation.
- Drive customer satisfaction and long-term success through proactive engagement and solution-oriented support.
- Identify opportunities to expand revenue within existing accounts through thoughtful cross-sell and up-sell recommendations.
- Increase product adoption and overall customer health, positively influencing lifetime value and retention.
- Resolve customer issues efficiently, coordinating with internal stakeholders as needed to ensure timely outcomes.
- Build strong relationships with customer stakeholders, serving as a trusted advisor and primary point of contact.
- Monitor and track customer success metrics, identifying trends and opportunities for improvement.
- Provide actionable feedback to Product and Sales teams to enhance the customer experience.
- Contribute to best practices and process improvements across the customer lifecycle.
- Proactively identify opportunities to improve delivery models, efficiency, and overall customer experience.
Requirements
- 5–7 years of experience in a customer-facing role within a SaaS organization (Customer Success, Account Management, or similar).
- Bachelor's degree in Management, Program Management, or a related field, Master's degree preferred.
- Hands-on experience with customer onboarding, training, and ongoing relationship management.
- Strong ability to understand customer challenges and recommend effective solutions.
- Demonstrated focus on customer satisfaction, retention, and revenue growth.
- Analytical, process-oriented mindset with a commitment to continuous improvement.
- Strong communication and presentation skills, with the ability to engage stakeholders at multiple levels.
Benefits
- Medical 🩺 - Medical insurance coverage is available for employees, their spouse, and up to two dependent children with a limit of 500,000 INR, as well as their parents or in-laws for up to 300,000 INR. This comprehensive coverage ensures that essential healthcare needs are met for the entire family unit, providing peace of mind and security in times of medical necessity.
- Group Term & Group Personal Accident Insurance 💼 - Provides insurance coverage against the risk of death / injury during the policy period sustained due to an accident caused by violent, visible & external means.
- Work-Life Balance ⚖️ - 15 days of Privilege leaves per calendar year, 6 days of Paid Sick leave per calendar year, 6 days of Casual leave per calendar year. Paid 26 weeks of Maternity leaves, 1 week of Paternity leave, a day off on your Birthday, and paid holidays
- Financial Security 💰 - Provident Fund & Gratuity
- Wellness 🤸 - Employee Assistance Program and comprehensive wellness initiatives
- Growth 🌱 - Access to ongoing learning and development opportunities and career advancement
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