Customer Success Lead

Summary

Skills: Excellent communication skills. Good with software products.

Experience: 2 year+ experience at a SaaS company

Office location: Gurgaon, at Patina tower, near Sikanderpur metro station, DLF Phase 1

Company website: https://www.sumtracker.com

We are an in office company with 5 days work week.

About the company

Sumtracker is a fast-growing SaaS startup revolutionising inventory management for e-commerce businesses worldwide. It was founded by IIT Delhi alumni - Ankit and Kush in 2022. We're proud to support a global client base across the US, UK, Australia, and beyond.

At Sumtracker, we're passionate about simplifying the complexities of inventory for e-commerce entrepreneurs and are driven to become the industry leader in this exciting space. Join us as we make a real difference in the lives of online sellers!

About the role

We are looking for a driven and customer-focused professional to join our team and take ownership of the complete customer journey from first conversation to long-term success.

This is a full-cycle role where you'll be responsible for converting new signups into paying customers, onboarding them onto the platform, and ensuring they get maximum value from Sumtracker. You'll work closely with the product team to improve the product based on real customer feedback.

If you enjoy wearing multiple hats, talking to customers, and building relationships, this role is for you.

Responsibilities

This is a high-ownership individual contributor role.

• Convert new signups: Engage with trial users through email, chat, and video calls. Conduct product demos and convert them into paying customers.
• Onboard customers: Guide new customers through setup and ensure they're using the product effectively.
• Provide support: Answer customer questions and resolve issues via chat, email, and calls.
• Gather feedback: Collect customer feedback, identify pain points, and coordinate with the product team to drive improvements.
• Product improvements: Gather and organise bugs, improvement proposals and feature requests and coordinate with the product team to get those implemented.
• Proactive Customer Success: Proactively engage with clients, build strong relationships, and ensure they have an exceptional experience with our product.

Qualifications

• Proven Experience: 2+ years of experience at a SaaS company.
• Excellent Communication: Exceptional oral and written communication skills with the ability to clearly explain technical concepts.
• Customer-Centric Approach: A genuine passion for helping customers succeed and a strong commitment to providing outstanding service.
• Ownership-Driven: Ability to work independently, take initiative, and manage multiple tasks effectively.

Why should you join us?

• Competitive compensation: Attractive salary with annual performance-based increments
• Growth opportunities: Take on a pivotal role with full ownership, accelerating your career
• Global exposure: Work with customers across the US, UK, Australia, and more
• Cutting-edge work: Solve real problems using AI and modern tools

Team and Culture

• Process-driven and autonomous: Well-defined processes that empower you to work independently
• Transparency: Open communication about company progress and individual contributions
• Direct access: Share your thoughts and ideas directly with the founders
• Great workspace: Work from our office at WeWork Platina Tower
• Continuous learning: Enhance your skills with company-sponsored courses