NoBroker.com - Manager - Customer Success

Company Overview:

NoBroker is disrupting the Real Estate industry by connecting property owners and tenants,buyers and sellers directly with each other with the help of technology. Our mission is to make real estatem transactions convenient and brokerage-free for everyone across India. NoBroker is India's first AI driven broker-free property portal. With a cumulative 6 million customers, it has grown 4X in the last one year.

We currently save our customers over 1000 crores per year in brokerage. We have over a million user- searches and capture close to a billion clickstream messages daily.

NoBroker was founded by IIT Bombay, IIT Kanpur & IIM Ahmedabad alumni in March 2014. Key investors are SAIF Partners, KTB Ventures, BeeNext, and General Atlantic who have invested 131 million USD in NoBroker.

This is General Atlantic's first investment in a real estate business in India. Its portfolio into technology sector includes Slack, Uber, Facebook, Snapchat, Appdynamics, Mu Sigma, Byju's, and DMart.

Our engineers solve real-life complex problems and create simplified and compelling experiences for our customers. Our engineering team is involved in all parts of the product life cycle: ideation, design, planning, execution, and shipping. If you love building creative & highly scalable products, know how to deliver results, are deeply technical and analytical and long for the opportunity to shape a new business and build solutions for challenging problems that directly impact the company's bottom line and users then we would love to have you on-board.

Position Overview:

We are seeking a passionate and customer-focused individual to join our team as a Customer Success Manager. The Customer Success Manager will be responsible for ensuring that our customers derive maximum value from our products/services, ultimately driving their satisfaction and retention.

Responsibilities:

Onboarding: Guide customers through the onboarding process, ensuring a smooth transition to using our products/services.

Relationship Management: Develop and maintain strong relationships with customers, acting as their primary point of contact within the company.

Customer Advocacy: Serve as the voice of the customer within the company, advocating for their needs, feedback, and concerns.

Training and Support: Provide training sessions, educational materials, and ongoing support to help customers effectively utilize our products/services.

Proactive Outreach: Regularly reach out to customers to check on their satisfaction, address any issues or challenges they may be facing, and identify opportunities for upselling or cross- selling.

Retention and Renewals: Monitor customer health metrics, identify at-risk customers, and implement strategies to improve retention rates and secure contract renewals.

Feedback Collection: Gather feedback from customers about their experiences with our products/services, and communicate that feedback to relevant internal teams for product improvement or refinement.

Requirements:

- Proven experience in a customer-facing role, preferably in customer success, account management, or sales.

- Excellent communication and interpersonal skills.

- Strong problem-solving abilities and a proactive mindset.

- Ability to work independently and collaboratively in a fast-paced environment.

- Experience working with CRM software (e.g., Salesforce) is a plus.