Senior Manager - Customer Success & Solutions

Description:

- You will be responsible for converting, onboarding, managing, and proactively ensuring success for our customers/prospective clients.

Pre-Sales:

- Understand client needs and craft custom demos and sandboxes, and present tailored solutions to clients

Pilot & Onboarding:

- Ensure smooth transitions from start to finish, proactively remove hurdles and drive successful launches

Post Go-Live Success:

- Continuously assess client health/satisfaction. Collaborate with our product and engineering teams to resolve issues

Client Relations:

- Be the voice of our clients. Maintain open communication channels with clients

Bridge to Product/Engineering:

- Translate client needs into action items. Keep clients informed on project progress and anticipate any delays

Documentation:

- Create and maintain customer success repository of docs, emails, videos, etc. to streamline client support

Diverse Contributions:

- To the extent that bandwidth allows, get involved in other aspects of the business e.g. sales, operations, marketing etc

Ideal Candidate:

- 4+ years of experience in Customer Success, Solutions Engineering, or related client-facing roles (startup/SaaS preferred).

- Comfortable working in US time zones (~3:30 am IST) to directly engage with customers.

- Ability to empathize deeply with customers, understand pain points, and translate them into solutions.

- Entrepreneurial mindset: thrives in ambiguity, loves wearing multiple hats, and drives outcomes without waiting for direction.

- Strong analytical and structured problem-solving skills.

- (Preferred) Computer science or technical background able to understand product at a granular level, with basic coding ability.

- (Preferred) Familiarity with accounting, revenue recognition, billing, or finance operations.

- High ownership, proactive communication, and bias for action.

- Collaborative, low-ego personality with a sense of humor.

- Not taking yourself too seriously.