Wishup - Client Success Manager

About Wishup

Started in 2017, Wishup is India's first remote employee platform, with a mission to bridge the gap between remote domain experts and global businesses. The pandemic has brought awareness to remote work like never before, and in the last 18 months our team has managed to

- Grow our revenue 600%

- Expand our team 2.5X

- Closed pre-series A round of funding of $1Mn from Orios Venture Partners

- Grown our client base 3X, majority being international clients from the US and Canada markets.

Led by a powerful duo of IIM-A and IIT-M graduates, Vivek Gupta and Neelesh Rangwani, who started with a dream to provide in-house upskilling and global opportunities to the Indian market, Wishup has managed to achieve this growth in only 5 years, and it's only upwards from here.

As we grow, we are building a team dedicated to Growth, which until now has been led by Neelesh Rangwani. You would be growing the team focused across the entire stack of growth i.e. SEO, Social Media, Affiliate campaigns, paid ads, etc. The goal would be to identify new platforms to leverage, execute ideas around them and then establish a replicable path of success in it. This is an incredible opportunity to be a part of India's biggest remote work platform.

About the role, Keynotes:

- Profile - Client Success Manager

- Role - Full-time

- Grade - Manager / Sr. Manager

- Location - Remote - Work from home / anywhere

- Work hours - Mon to Fri / US Shift

What you'll do?

- Develop and execute the customer success strategy for your assigned accounts to drive revenue retention

- Monitor customer health, adoption metrics, renewals, and execution of customer success plans

- Increase client lifecycle by consulting relevant new ideas and demonstrating a high level of customer service that enables end-users to improve efficiencies

- Partner with sales and operations to provide insights on customer health with a focus on adoption, expansion opportunities, and renewals

- Provide insights to Market Development, Customer Operations, and Customer Proposition on customer experience and industry trends to drive the voice of the customer in business strategy

- Build deep relationships with key customer stakeholders to inform engagement strategy and create new opportunities and service advocates

- Participate in company events alongside the team to foster networking, brand presence, and stay up to date on industry trends

- Participate in strategic migration activities as required

- Contribute to the overall vision and strategy of the Customer Success Management Group

What are we looking for?

- 2+ years of customer success/client relationship experience, post-sales, or consulting role

- Strong work experience in client-facing roles such as account management, business development

- Very detail-oriented, tech-savvy and solution-oriented

- Proven track record and enthusiasm for driving outcomes with the ability to work under pressure

- Experience in onboarding, set up, training/product demos, resolution and escalation of issues, and client retention.

- Able to use data to make decisions, simplify complex problems, and express themselves thoughtfully

- Strong track record of identifying customer needs and successfully executing retention and adoption strategies

- Ability to challenge team members and be challenged, provide and receive feedback to achieve team goals

- Excellent communication and presentation skills with the ability to flex style depending on the audience (C-Level / Leadership / Team)

- Ability to adapt and thrive in a fast-paced environment and rapidly changing market

- Bachelor's degree required/PG