Customer Success Manager

About Plotline

Plotline is a mobile adoption platform that helps product and marketing teams across various industries to seamlessly integrate onboarding guides, stories, videos and other interactive elements into their app. We directly impact metrics like feature adoption, activation and retention.

Some of our customers today include Dream11, CoinDCX, BharatPe, Upstox and more.

With an infrastructure handling over 5 billion API calls per month, and reaching over 150 million users, Plotline operates on a scale equivalent to 50+ large B2C companies combined.

Overview

We are looking for talented, energetic folks to join the team and be part of this 0 to 1 journey. You will be part of building a global SaaS product from India.

Outcomes expected

Manage relationships with key accounts. Ensure they derive value and their billing grows.
Own and deliver at least $20K New MRR within 3 months.
Implement best practices to make the CSM Team more efficient. Creating a training program,metrics based review and coaching system for other CSMs.
Work with founders to drive further optimisation of metrics, consistently working onimprovements in quality, conversion, and process adherence.

Responsibilities

Serving as the main point of contact for customers, addressing queries, concerns, and providing support as needed.
Guiding new customers through the implementation process, ensuring a smooth transition from sales to product usage.
Establishing strong relationships with customers, understanding their needs, challenges, and objectives.
Collaborating with customers to develop success plans tailored to their specific goals and objectives.
Tracking key performance indicators (KPIs) related to customer success, such as retention rates, customer satisfaction scores, and product usage metrics.
Working to ensure customer satisfaction and value realisation to secure renewals and drive upsell opportunities.
Collaborating with sales, marketing, and product teams to align efforts and ensure a unified approach to customer success.

Requirements and background

Ability to take extreme ownership of everything related to customer success that is happening in the company.
Inspiring personality and amazing interpersonal skills.
At least 2 years of experience in customer success role.
Strong analytical skills and problem-solving attitude.

What we offer

A chance to be a part of a rapidly growing company in the exciting mobile app space.
A dynamic and creative work environment with a diverse and passionate team.
Competitive salary and benefits.

If our mission speaks to you, and you enjoy ownership, camaraderie and chaos of an early-stage start-up, we’d love to meet you and tell you more.