Customer Success Manager

About the Role:

As a Customer Success Manager you will be responsible for providing complete support to the customers for CleverTap on value realization, solution engineering and product adoption with the customer's system, retain and grow CleverTap business by effective customer success management.

What will you do:

1. Drive the product adoption to help customer achieve their business outcomes and realize value (build Success Plans)
2. Develop an intimate understanding of your customers’ businesses, conduct health checks
3. Develop a network of champions within each account through education, coaching, and strong influencing skills
4. Represent to our customers as a trusted advisor, advocate and marketing thought leader/subject-matter-expert, conduct regular executive business reviews
5. Collaborate with customers to develop, launch, and manage marketing campaigns focused on engagement and revenue goals
6. Be an expert on trends and best practices for digital marketing and analytics
7. Enlighten our customers with insights gleaned from their own data and industry trends
8. Ensure customers get maximum value from CleverTap by leveraging full platform functionality
9. Liaison between your customers and all the internal teams
10. Handle customer concerns with confidence, putting them at ease.

What we are looking for?

Must have:

1. Graduation- B.E (Computer Science)/ B.E (Information Technology)/ B.Sc (IT)
2. Experience in handling SaaS platform
3. Overall 4-5 years experience and 2-3 years Customer Success Manager or Account Manager experience, preference for marketing, agency, or consulting experience
4. Strong communication and consulting skills with technical aptitude. Can confidently project manage a technical project with many moving pieces.
5. Flexibility to travel across SEA regions

Good to have:

1. Ability to speak in any of the following languages - Malay & Mandarin
2. Post-Graduation- MBA – Marketing, PGDM, Diploma courses in Digital Marketing

Measures of Success:

1. NPS
2. Retention rate
3. Product adoption - breadth and depth

Who will you report to: Customer Success Director

Why join us?

1. Be a part of a global growth stage startup
2. Work in a fast-paced, dynamic environment where your contribution matters
3. You are passionate about technology and its impact on the high growth mobile technology space
4. Innovate at scale, with learning opportunities

What is working at CleverTap like?

1. Be a part of a global category creator - hyper growth B2B SaaS startup
2. Work in a fast-paced, dynamic environment where your contribution matters
3. Work, performance and results are real sources of happiness in addition to the fun of working with and celebrating success with an exceptionally talented team
4. Accountability and driving outcomes is the key to success
5. Your career here is limited by you and nothing else
6. Teamwork trumps individual success
7. You are passionate about experience technology and its impact on enabling growth
8. Innovate at scale, with learning opportunities and having fun along the way!

About the Function:

Customer Success at CleverTap is a relationship-focused client management team, comprising tech experts, solution architects, and delivery managers that align customer goals for beneficial outcomes. Customer success at CleverTap focuses on ensuring customers achieve their desired outcomes while using CleverTap products. The key performance indicator of our effective and efficient Customer Success strategy is typically decreased customer churn and increased up-sell opportunities. The goal of the Customer Success team is to make the customer as successful as possible, which in turn, improves customer lifetime value (CLTV) for the company. The key sub-functions of CleverTap’s CS team are the technical and knowledge enablement of customers, identifying growth opportunities for customers, and forecasting the churn risk.

We are a team of Growth Pilots where everyone works together towards a common objective:

1. Act with First Principles
2. Take Initiative
3. Seek to Learn
4. Take Ownership of Outcomes
5. Help Achieve Together
6. Speak up then Commit

About CleverTap:

CleverTap is the leading all-in-one customer engagement platform that helps brands unlock limitless customer lifetime value. CleverTap is trusted by over 2000 brands like Domino’s, Levis, Jio, Papa John’s, Zomato, Kotak Bank, Air Asia, Carousell, TD Bank, and Tesco to help build personalized experiences for all their customers. The platform is powered by TesseractDB – the world’s first purpose-built database for customer engagement, offering speed and cost efficiency at scale.

Backed by top-tier investors such as Accel, Peak XV Partners, Tiger Global, CDPQ and 360 One, the company is headquartered in San Francisco, with presence across Seattle, London, São Paulo, Bogota, Mexico, Amsterdam, Sofia, Dubai, Mumbai, Bangalore, Singapore, Vietnam, and Jakarta.

For more information, visit clevertap.com or follow us on:

LinkedIn: https://www.linkedin.com/company/clevertap/

X: https://twitter.com/CleverTap

If you think you’d be a good fit for this role, we’d love for you to apply!

CleverTap is dedicated to establishing an inclusive culture that welcomes individuals from diverse backgrounds, encouraging them to contribute their unique perspectives to our workplace.

We are committed to cultivating an empowering environment, enabling each of us to reach the peak of our professional careers.

We're excited to showcase what we have to offer!