Customer Success Analyst [Gurgaon/Hyderabad/Chennai/Kolkata]

In Customer Success, youll be the friendly face and voice of Meritto, guiding our clients every step of the way. Your day will be spent building relationships, troubleshooting issues, and celebrating wins with clients as they see the impact of our solutions firsthand. Proactively engage with customers right from the time of inception throughout the entire life-cycle of the customer which includes strategic and tactical guidance, client on-boarding, usage tracking, consultancy, training, meetings,workshop, upsell and renewal. You must have high levels of self-motivation, excellent relationship management and the ability to communicate with both technical and business stakeholders. We promise to offer a lot of challenges, opportunities to learn & grow in a fast-paced environment.

Key Roles & Responsibilities

Gather requirements from clients, Suggest Product Solutions, coordinate with other teams to ensure seamless Implementation

Frequent traveling at client locations for product training, and adoption purposes

Have deep product knowledge of all product lines. Ability to showcase product demos and work out solutions for business use cases using best product fit.

Work with internal cross-functional teams (Product, Sales, Marketing, Product Marketing, Finance, support, etc.) to ensure customer issues/ solutions are addressed.

Review ongoing product usage, account health, risk assessment, industry trends, customer trends, and competitor landscapes; Identity upsell/cross-sell opportunities,

Provide actionable insights to decision-makers to influence strategy and performance

Ability to effectively prioritize and execute tasks in a fast-paced environment

Manage overall customer success to ensure high retention and renewal rate.

Act as a bridge between the company and the client.

What were looking for

Masters or Bachelors degree in business, IT, or a related field with 13 years of experience in Customer Success, Account Management (preferably in a SaaS environment).

Should be highly comfortable in the fast-paced, high-growth startup environment.

Strong stakeholder management, analytical ability, and comfort with SaaS metrics

Demonstrated track record in leading customer engagements, renewals, and upsell/cross-sell opportunities in a SaaS environment

Familiarity with SaaS products, CRM tools, and data-driven decision-making is required.

Strong stakeholder management, analytical ability, and comfort with SaaS metrics (churn, NRR, CSAT, etc.).

Proficiency in Excel and report generation.