Role: Customer Success Associate

Company: Ctruh

Location: Bengaluru

The Role:

Were seeking a Customer Success Associate who will serve as the trusted advisor for our B2B customers - ensuring seamless onboarding, strong adoption, tangible ROI, and long-term retention.

Youll work hands-on with retail, e-commerce, and D2C brands, acting as a relationship manager, strategic consultant, and technical problem-solver. Your mission is to drive customer success, retention, and expansion across your portfolio.

What Youll Own:

1. Customer Onboarding & Implementation

- Lead onboarding for new accounts and ensure smooth implementation.

- Conduct kickoff calls to understand goals, use cases, and success metrics.

- Guide customers through setup, integrations, and first deployment of 3D assets.

- Create customized onboarding plans and timelines.

- Train customer teams on platform features and best practices.

- Coordinate with technical teams for integrations or custom requirements.

- Ensure customers achieve their first measurable win within 3060 days.

2. Account Management & Relationship Building

- Own relationships with a portfolio of B2B accounts.

- Serve as the primary point of contact and trusted advisor.

- Conduct check-ins, reviews, and strategy discussions.

- Understand business objectives and align Ctruh solutions.

- Identify retention risks and manage escalations proactively.

- Maintain documentation, activity logs, and health scores.

3. Product Adoption & Value Realization

- Drive feature adoption and continuous usage growth.

- Analyze usage metrics and recommend optimization improvements.

- Share use cases, best practices, and industry benchmarks.

- Conduct training sessions on new features and capabilities.

- Help customers measure ROI and demonstrate platform value.

4. Retention & Renewals

- Own renewal cycles and ensure high customer retention.

- Identify at-risk accounts early and execute save strategies.

- Conduct renewal discussions and value reviews.

- Collaborate with sales on upsell/cross-sell opportunities.

- Maintain accurate renewal forecasts and retention metrics.

5. Expansion & Upsell

- Identify expansion opportunities within existing accounts.

- Recommend additional features, higher tiers, or wider usage.

- Partner with sales for expansion proposals.

- Document pipeline updates in CRM.

- Contribute to net revenue retention goals.

6. Customer Advocacy & References

- Build customer advocates and champions.

- Support case studies, testimonials, and reference programs.

- Nominate customers for events, webinars, or speaking roles.

- Drive customer participation in advisory initiatives.

7. Technical Support & Issue Resolution

- Provide first-line support for customer issues.

- Troubleshoot basic technical concerns and escalate appropriately.

- Coordinate with engineering on escalations and track progress.

- Contribute to knowledge base and documentation.

8. Data Analysis & Reporting

- Track health scores, usage insights, and engagement metrics.

- Prepare QBRs with measurable outcomes and ROI.

- Report on churn, retention, expansion, and adoption trends.

- Use data to prioritize account activities.

What Were Looking For:

1. Must-Haves

- 3-5+ years in B2B Customer Success, Account Management, or Client Services.

- Experience managing end-to-end customer lifecycle: onboarding adoption renewal.

- Strong communication skills with the ability to simplify technical concepts.

- Proven track record driving retention and customer outcomes in SaaS.

- Ability to manage multiple accounts independently and proactively.

- Strong data-driven mindset and analytical skills.

- Experience with CRM tools (HubSpot, Salesforce).

- Problem-solving skills and customer-first attitude.

2. Highly Desirable

- Experience in e-commerce, retail tech, martech, or B2B SaaS.

- Background working with D2C brands or e-commerce teams.

- Technical aptitude - comfortable discussing APIs, workflows, and integrations.

- Experience with CS platforms (Gainsight, Totango, ChurnZero).

- Understanding of 3D, AR/VR, or immersive tech (preferred, not mandatory).

- Experience in early-stage startups or building CS processes.

- Familiarity with e-commerce platforms (Shopify, Magento, WooCommerce).

- Bachelors degree in Business/Marketing or related field.

Key Metrics Youll Own:

- Gross & Net Revenue Retention (GRR & NRR)

- Customer health scores & engagement

- Product adoption & feature utilization

- Onboarding completion & time-to-value

- CSAT & NPS

- Renewal pipeline accuracy

- Expansion revenue

- Customer references/case studies generated

- Ticket resolution time & escalation handling

Customer Success Tools Youll Use:

- CRM: HubSpot, Salesforce

- CS Platforms: Gainsight, Totango, ChurnZero

- Communication: Zoom, Google Meet, Slack

- Analytics: Mixpanel, Amplitude

- Documentation: Notion, Confluence, Google Docs

- Support: Zendesk, Intercom, Freshdesk

- Presentations: Google Slides, PowerPoint

Why Ctruh:

- High-Impact Role with direct influence on retention and revenue.

- Build CS functions and internal processes from an early stage.

- Work with leading retail and e-commerce brands.

- Direct access to founders and leadership.

- Help shape product direction through customer insights.

- Be part of a fast-growing company at the intersection of AI + XR + Commerce.

- Significant career growth opportunities as we scale.

Location & Culture:

- Location: Bengaluru

- Schedule: 6 days a week, (5 days-in-office, Saturdays WFH)

- Culture: Customer-obsessed, proactive, high-ownership, collaborative

- Support: Access to premium tools, training, and resources

Compensation:

- Competitive salary based on experience

- Significant ESOPs (4-year vesting)

- Performance bonuses based on retention & expansion

The Ideal Candidate:

Youre someone who is:

- Customer-obsessed and passionate about helping clients succeed.

- A strong relationship builder who earns trust quickly.

- Proactive and strategic - you anticipate needs, dont wait for problems.

- Technically curious, comfortable discussing integrations and workflows.

- Data-driven, using metrics for decisions and prioritization.

- Experienced in handling complex B2B accounts and multi-stakeholder environments.

- A natural problem-solver who stays calm under pressure.

- Above all - you care about creating real impact for customers.