As a Mid-Level Customer Success (L1), you will be responsible for comprehensive customer lifecycle management, advanced onboarding facilitation, and proactive customer health optimization. This role requires independent execution with mentoring capabilities for junior team members.
What You'll Do- Strategic Customer Management: Monitor and optimize customer health scores using analytics and AI, develop customized success plans, conduct strategic check-ins, and identify upselling and cross-selling opportunities.
- Advanced Onboarding & Training: Lead complex multi-stakeholder customer onboarding projects, create tailored training materials, conduct product demos, and implement adoption campaigns to increase feature utilization.
- Expert Support & Problem Resolution: Handle escalated L1+ support cases, collaborate with Engineering and Product teams on customer-impacting issues, and contribute to knowledge base development.
- Team Development & Knowledge Sharing: Provide informal mentoring to entry-level team members, lead training sessions on product updates, and identify process improvements to enhance team efficiency.
Required Experience- 2-4 years in customer success, account management, or technical support roles.
- Proven track record of managing customer relationships and driving retention/expansion.
- Experience with SaaS platform onboarding and customer lifecycle management.
- Demonstrated ability to resolve complex customer issues and manage escalations.
Required Skills- Strong communication with the ability to conduct business presentations and write professional documentation.
- Analytical thinking to interpret customer data, usage metrics, and health scoring systems.
- Project management skills for coordinating multi-stakeholder onboarding and implementation projects.
- Technical aptitude for understanding software functionality and troubleshooting complex issues.
- Relationship building capabilities to maintain long-term customer partnerships.
Welfare & Benefits- Super Flexible Hybrit-Working
- Annual/sick/personal leave
- Company holidays
- Travel Expense
- Training budget
- Phone/transport allowance (as applicable)
- Yearly Bonus (Based on Company Performance)
- Annual Salary Adjustment (Based on Company Performance)
