timelyAI - Lead - Customer Success

Customer Success Lead

We are seeking a dedicated and customer-focused individual to join our team as a Customer Success Lead based in our Bangalore office. This role is specifically designed for someone who can work during US hours to provide exceptional support and service to our clients located in the United States. As a Customer Success Lead, you will be the main point of contact for our customers, ensuring their success, satisfaction, and continuous growth with our products. If you have a passion for building strong relationships, a deep understanding of customer needs, and the ability to thrive in a dynamic environment, we invite you to apply.

Responsibilities:

1. Customer Engagement and Relationship Management:

- Build and nurture strong, long-lasting relationships with our US-based customers.

- Serve as a trusted advisor and advocate, understanding their goals and challenges.

2. Onboarding and Adoption:

- Lead the onboarding process for new clients, guiding them through the setup and initial stages of product use.

- Provide personalized training sessions and resources to ensure successful adoption.

3. Proactive Customer Success:

- Proactively engage with customers to understand their evolving needs and align our solutions accordingly.

- Regularly assess customer health and identify opportunities for value expansion.

4. Issue Resolution and Escalation:

- Address customer inquiries, concerns, and challenges promptly and effectively.

- Collaborate with internal teams to ensure timely issue resolution and customer satisfaction.

5. Customer Feedback and Insights:

- Actively gather customer feedback to understand their experiences, requirements, and suggestions.

- Relay customer insights to cross-functional teams for continuous product improvement.

Qualifications:

- Proven experience (at least 2-3 years) in a customer success, account management, or related role.

- Exceptional communication skills, both written and verbal, with the ability to explain complex concepts clearly.

- Strong customer-centric mindset and the ability to empathize with customer needs and challenges.

- Familiarity with SaaS products and customer success best practices.

- Problem-solving orientation and the ability to navigate challenges while maintaining professionalism.

- Proficiency in using CRM tools and customer success platforms.

- Flexibility to work during US business hours to accommodate customer interactions.

- Positive attitude, adaptability, and the capability to collaborate effectively in a team environment.

As a Customer Success Lead (US Hours) based in our Bangalore office, you will play a pivotal role in ensuring our US-based customers achieve their desired outcomes with our products. Your dedication to customer success, proactive approach, and ability to establish strong relationships will contribute directly to customer satisfaction, retention, and overall company growth.