Meritto - Senior Manager - Customer Success

Key Roles & Responsibilities:

- Lead highly energetic customer focused young team of 20-25 resources. You will lead Team Leaders and Individual contributors working on Enterprise customers.

- You will recruit and attract high potential individual into the team.

- Measure Effectiveness of Customer Success by defining operational metrics of the team, establishing system for tracking metrics. You will also expose metrics to executive team

- Conduct usage and adoption reviews, and proactively suggest solutions to common customer challenges.

- Manage and train your team to develop delivery plans that maximize the customer experience and achieve higher product adoption, customer satisfaction, and overall health scores.

- Manage Customer Success Activities and outcomes - Onboarding, Training, adoption, Renewals, upsell.

- Spot opportunities for improvements to the product and work with the product team to drive and implement them.

Desired Skills:

- Experience and passion in the customer service or CX space

- At least 10 years' experience working in a Customer Success, Account Management role

- Experience with Enterprise market customers in a fast-paced SaaS environment

- A passion for teamwork and collaboration - you'll be working with multiple teams on a regular basis (Sales, Support, Product)

- Exceptional verbal and written communication skills, with the ability to present to a diverse audience, both internally and externally

About Meritto:

Meritto (Formerly NoPaperForms) is India's largest and most advanced SaaS-based Enrolment Automation Platform on a mission to empower the education ecosystem by building the "Digital Backbone of Education Institutions".

We are one of the fastest-growing organizations in the B2B SaaS education technology sector. A vertically focused platform, Meritto, today is the de-facto choice for anyone in education looking to scale, be it K-12 or Preschools, Higher Education to Online Degree Programmes, Coaching& Training Institutes to EdTech, Study Abroad Consultants to Leading Exams & Assessments. Our culture is egalitarian, challenging, and meritocratic. In the last 6 years of our journey, we have made two acquisitions and currently have two product lines:

1. Unified Enrolment SaaS

- Meritto (Formerly NoPaperForms): Comprehensive Enrolment Automation Platform enabling educational organizations to Attract, Engage, and Grow their enrolments

2. Unified Payment Stack

- Collexo: Collexo brings together everything you need to make your Fee Collection Easier, Faster, and Secure.

Meritto is one of the most highly awarded startups, winning the likes of:

- Deloitte Technology Fast 50 (ranked as 15th fastest growing tech company in India)

- NASSCOM Emerge 50 (category: SaaS)

- HolonIQ India & South Asia EdTech 100

- IDA Startup of the Year