Job Description:Customer Success Manager / Senior Customer Success ManagerWho are we?We are in the business of making recruiting effortless, human and delightful. We today serve 500K+ employees in 25+ countries through our SAAS offering - RippleHire. RippleHire is a winner in Nasscom Emerge50 enterprise category, picked as a futuristic HR technology by People Matters.We delight over half a million users in 25+ countries, and we are looking for Customer Success professionals who will build strong relationships with customers and collaborate with cross-functional teams internally to deliver consistently excellent customer experiences throughout the customer journey.The ideal candidate is highly customer centric, experienced with product adoption, passionate about learning and using analytical skills to identify problems, find solutions, and improve relationships.What will you be doing?Strategic Partnership, Value Delivery & Relationship Management:Understand the customer’s key hiring objectives, their goals and their challenges, and use a consultative approach to help address them.Develop, execute and continuously review customer success plans to define shared goals, KPIs, and align our solution to our customers organizational objectives, initiatives and strategies.Drive product adoption and improve engagement through education and best practice sharingProvide support on queries/issues reported by end users, conduct analysis on issues, collaborate with the engineering team to provide resolutions.Leverage data-driven insights and regularly communicate the impact of the product and engagement on the customer’s desired outcomes through monthly and quarterly reviewsLiaison between the customers and internal teams to ensure any technical or product related issues are resolvedBe the voice of the customer and provide insightful feedback to the product teams to inform the product roadmapAnalyze trends in CSAT and NPS scores to identify areas for improvementIdentify and pursue cross-sell and upsell opportunities to expand product usage within existing accounts, increasing customer lifetime valueBuild strong customer advocacy to boost customer referrals and develop case studiesDrive strategies that ensure customer retention and growth through meaningful interactions and value deliveryRequired Skills6-10 years of experience in customer facing roles in Customer Success in the TA Tech or HR Tech domainsStrong technical acumen with the ability to understand configurations and solution customer needs through the productDemonstrated agility, adaptability and growth mindset to drive change managementStrong skills in written and verbal communication and presentationSelf starter with the ability to think out of the box and arrive at creative problem solving initiativesAnalytical and data driven with the ability to use derive insights in reports and dashboards and communicate effectivelyStrong stakeholder management skills with the ability to assertively manage conflicts and drive timely outcomesAbout Company:There is a joy in helping people build their careers and seeing them progress. There is satisfaction in helping people pay it forward. Talent acquisition and employee referrals gives us a view into the inherent goodness of humanity. We are in the business of making recruiting effortless, human and delightful. We today serve 500K+ employees in 25+ countries through our SAAS offering - RippleHire. RippleHire is a winner in Nasscom Emerge50 enterprise category, picked as a futuristic HR technology by People Matters. What pleases us the most is that our customers compete and win awards basis the change we co-create. We are building an authentic organisation. An organisation with a judgement free culture where people are free to be & do their best. This way, all your energies are focussed on helping our customers succeed and realise value. This reflects in our hiring practices (50% diversity ratio) and our Glassdoor rating (4.9). Join us if you wish to marry your skill set with impact.
