Customer Success Manager - B2B SaaS

About Richpanel:

At Richpanel, we are doing something radical, something unconventional. We believe the future of customer service is no service. We believe the $260B+ BPO market will cease to exist in just a few years and Richpanel aims to be the pioneer that leads this change. We have over 2000+ customer who believe in our vision and we are backed by Sequoia Capital.

What we are building:

Richpanel is a SaaS platform that let’s e-commerce brands build self-service interfaces similar to what you see on Uber/Amazon. Brands that use Richpanel need 2x less agents and resolve up to 50% of potential customer interactions through our proprietary self-service technology. We are on mission to take this to 90% self-resolution.

Who you’ll be building with:

Our leadership team has 20+ years of experience leading multi-million dollar ventures and fortune 500 companies in the e-commerce industry. We're a team of passionate and driven individuals who strive for excellence and push each other to reach our full potential. Together we are building an iconic company and extraordinary outcomes of each other.

We take hiring very seriously and believe in finding the perfect career fit. A+ team members have the right to A+ team members. So we always want to surround ourselves with the best of the best.

What you’ll be doing:

As a CSM, you will be responsible for maximizing the value derived by customers from Richpanel platform. You will be fully responsible for customer onboarding, training, product adoption and ensure they derive maximum value.

You will be a process driven and technically curious person who will strive to solve customer problems and ensure customers achieve their business objectives.

Responsibilities:

• Master the Richpanel product and be subject matter expert on all set-up requirements, use-cases and the full scope of product capabilities
• Responsible for understanding customers use-cases and implement the best solution for the customer including and not limited to setting up self-service flows, automations, setting-up their accounts and required integrations (commerce platforms, social media, email, HTTP targets and other apps)
• Analyse customer’s product usage patterns to understand customer health, eliminate churn risk and take proactive actions to maintain customer health and happiness
• Conduct MBRs and QBRs for showcasing product value delivered and achievement of business objectives
• Collect product and process feedback and maintain excellent working relationships with high NPS scores. Do case studies with customers to support product and marketing activities.

Requirements:

• 3-5 years of experience in customer success or account management, in B2B SaaS environment
• Experience working at a early-stage start-up
• Excellent project managements skills working with complex requirements and deadlines
• Strong understanding of customer success techniques and strategies and the ability to use data to drive decisions
• Experience of handling customers in US, EU and ANZ

But, what’s in it for you?

• Mission driven team and a sense of purpose
• Fully Remote set-up that thrives on communication
• A Macbook to supercharge your productivity
• Market leading salary (In the 90th percentile)
• 2-4 team catch-ups and offsites a year
• Health Insurance (for you, and your dependents)
• Generous budget for desk setup
• Support for up-skilling
• ESOPs awarded to top performers

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Wanna learn more about us? Check these out:

Check out the product here : https://www.youtube.com/watch?v=yZkJ5xCBeiM

Humble brag - here where we've featured :

Forbes - www.forbes.com/sites/davidprosser/2020/12/09/binning-the-bots-with-richpanel-to-transform-customer-service/?sh=1ef1a2c285c0

TechCircle - www.techcircle.in/tag/richpanel

Yourstory - https://yourstory.com/2020/12/funding-alert-customer-service-platform-richpanel-sequoia-surge/am

We've grown to 1600+ brand since 2020

Here's what our customers say about us - https://apps.shopify.com/customer-support

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CTC: 15-25LPA
This is dependant on the candidate and will vary on a case to case basis

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Work Timings: 6PM - 3AM (Monday to Friday - US Shift)

Location: Remote, India #LI-Remote