Squadcast Labs Private Limited

Customer Success Lead

Full-Time in Bangalore, IN - Associate - Sales

At Squadcast, we are building a world-class SAAS platform helping engineers around the globe manage incidents the SRE way. We are looking for a driven Strategic Customer Success Lead who can build our customer success program ground up.

Job Description:

  • Be passionate about the Squadcast platform, understand the outcomes of the product/features and vision to help customers achieve their goals
  • Define a success plan with deliverables, and ensure clear communication across all activities of the customers’ post-sale journey
  • Partner with Sales engineers to ensure expansion opportunities are identified and closed successfully
  • Identify successful customers and turn them into advocates, measured by participation in reference calls, case studies, webinars, and blogs
  • Identify, clearly communicate and manage risk throughout the year through proactive touchpoints and take the lead in developing resolution strategies
  • Be consultative and build in-depth relationships with a complete understanding of customer’s business goals and objectives
  • Provide coaching and education to improve adoption of the Squadcast product
  • Collaborate with internal stakeholders (Engineering, Product, Sales, Support) and be the ‘Voice of the Customer’ to provide visibility into escalations and requests
  • Maintain strong reference ability across your book of customers


Experience:

  • 3-5+ years CSM experience and preferably within the SaaS industry
  • Experience in working closely with C-level executives (CIO, CTO Preferred)
  • Experience with executive business reviews and running engaging webinars
  • At ease demonstrating product functionality; ability to provide a comprehensive overview of key business use cases
  • Experience in creating structured programs to drive adoption
  • Experience in influencing change in a complex organization
  • Enthusiastic but also poised, confident, and extremely professional
  • Comfortable working in fast-paced