Customer Success Manager

Description of the offer

Wizikey is a subscription-based Communication SaaS that helps businesses identify and connect with relevant media influencers and subject matter experts. With Wizikey’s data intelligence, companies can create campaigns, target and engage influencers and journalists, measure and optimize to scale their brand-building efforts.

Launched in 2019, by IIT, SRCC and MICA Alum, it has garnered 1000+ users over 250+ businesses who have created more than 2500 stories in over 9 languages. With investors like Ajai Chowdhry (Co-founder, HCL), Alok Mittal (Co-founder and CEO, Indifi), Ambarish Raghuvanshi (ex-CFO, Info Edge), Keshav R Murugesh (CEO, WNS), Raman Roy (Chairman, NASSCOM and Chairman, Quattro), Sanjiv Bajaj (MD, Bajaj Capital) and the Indian Angel Fund among others, it is striving every day to ensure businesses can get the credibility and trust which they deserve.

As the Manager in Customer Success team, you will lead the teams in professional services/delivery team and technical account management. The true dharma of a great customer success team is to ensure customers win, every day! And this, while ensuring the product adoption and usage gets better. Working with the product team to pass on the feedback and bugs is also part of this overall experience. The selected person will report to the Co-founder.

What the work will involve: 

• Be an example of great customer success and create inspiration for the team by a positive attitude and creative solutions
• Be able to set the right vision and strategic plan for overall account management, focussing on customers getting 200% from Wizikey, increasing product usage and driving growth through churn control and retention improvement
• Drive solution for professional services team comprising of delivery teams and technical assistance team creating a win-win situation for customers and Wizikey
  • Lead the software experience as part of the sales process in select new customers
  • Create an impeccable onboarding process for customers
  • Enhance lifetime value through higher product usage, retention, satisfaction score and NPS scores
  • Reduce churn and help in increasing MRR by driving training materials, and great product advocacy amongst users
• Plan and execute programs which help customers understand Wizikey based on cohorts of customers
• Hire a great customer success team on of communications professional and software trainers
•  Help in growing Wizikey by increasing revenues and suggesting product suggestions for reducing churn

Requirements: 

• At least 4 to 5 years in customer success teams in a SaaS company
• At least 4 years experience in managing teams across sales, success, support and other cross-functional teams
• Impeccable experience of hiring and training winners
• You love building and managing relationships with brands and key stakeholders
• Solution selling – you understand that customers want the benefit and are able to break their needs into possible solutions
• Good at hearing – You are a good listener
• Startup or Entrepreneurial DNA  – You love seeing the value you create in a company and are excited to join a fast-growing startup
• Great communication skills – You can write and speak exceptionally well about Wizikey and how it is different
• Remote working – you are able to adjust expressing yourself and managing teams in a remote environment

“Wizikey encourages and celebrates entrepreneurial culture. When you set out to create a new industry, you need to build a team of immensely talented folks from Technology and Communications and give them the freedom to experiment, learn and keep building. And with every addition of talent, this gets new fuel and the magic happens. And that is why we call ourselves Wizards” – Anshul Sushil (Co-founder & CEO)

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