Founder's Office @ Zenskar

About the Company

At Zenskar, weve proven productmarket fit and are scaling fast. Were now building out our Customer Success & Solutions function and were looking for a senior leader who can be both hands-on with customers today and a builder of the CS & Solutions org for tomorrow . If youre looking for a fully-baked playbook to simply execute, this may not be the right fit. But if youre excited to create the playbook, drive customer outcomes, and shape a global CS motion from scratch , wed love to talk. Youll work closely with the CS Lead, founders, and cross-functional heads to ensure every customer has a world-class experience from pre-sales to go-live to expansion.

About the Role

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

Responsibilities

• 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

Qualifications

• 4-6 years of experience of building a startup, other relevant operational roles or consulting.
• Prior SaaS experience is not necessary but a solid hustle + founders mindset is to thrive under the uncertainty that comes with an early stage setup.
• Strong first principles understanding of business fundamentals; an ability to understand the product at a granular level; an ability to empathize with the end-user, and understand their pain points.
• Strong project management skills and proactiveness.
• 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.
• (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 :)

Pay range and compensation package

• OTE: INR 25 - 35 lacs
• ESOPs