Custome Success - Manager

Pune, IndiaOn-SiteFull-time5–8 yrs experiencePosted 1mo ago

Job description

<span style="font-size:10pt;font-family:Georgia,serif;color:#000000;background-color:transparent;font-weight:700;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;"><img src="https://s3.amazonaws.com/files.freshteam.com/production/10726/attachments/2009987364/original/1740063963vVzMCq2C5BmY.png?1740063963" width="232px" class="fr-fic fr-dii" alt="1740063963vVzMCq2C5BmY.png" style="margin-right: auto; margin-left: auto; display: block; max-width: 620px; height: 43.8414px; width: 232px;" data-attachment-id="2009987364" height="auto"><span style="font-size:10pt;font-family:Georgia,serif;color:#000000;background-color:transparent;font-weight:700;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">JD - &nbsp;Customer Success Lead<span style="font-size:10pt;font-family:Georgia,serif;color:#980000;background-color:transparent;font-weight:700;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">ZenTrades Company

Overview:

&nbsp;<span style="font-size:10pt;font-family:Georgia,serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">ZenTrades.AI is a&nbsp;<span style="font-size:10pt;font-family:Georgia,serif;color:#000000;background-color:transparent;font-weight:700;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">fast-growing AI agent platform&nbsp;<span style="font-size:10pt;font-family:Georgia,serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">built on top of our own system of record, revolutionizing compliance-heavy industries such as fire safety and electrical.

With over&nbsp;<span style="font-size:10pt;font-family:Georgia,serif;color:#000000;background-color:transparent;font-weight:700;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">150 customers&nbsp;<span style="font-size:10pt;font-family:Georgia,serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">and growing&nbsp;<span style="font-size:10pt;font-family:Georgia,serif;color:#000000;background-color:transparent;font-weight:700;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">~15% month-over-month<span style="font-size:10pt;font-family:Georgia,serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">, we are at an inflection point, poised to redefine the blue-collar sector by modernizing and scaling traditionally underserved industries.<span style="font-size:10pt;font-family:Georgia,serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Our mission is to bring AI-driven solutions to industries that have long lagged in technological adoption.

Through our AI Agent, we empower compliance-regulated businesses to scale efficiently, improving customer outcomes while driving significant operational transformation. This hands-on leadership role is pivotal to driving our success and establishing compliance not only in North America but also in the South American market.<span style="font-size:10pt;font-family:Georgia,serif;color:#980000;background-color:transparent;font-weight:700;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">What is in store for you?<ul style="margin-top:0;margin-bottom:0;"><li dir="ltr" style="list-style-type:disc;font-size:10pt;font-family:Georgia,serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><span style="font-size:10pt;font-family:Georgia,serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Join the Pioneers: Become an integral part of a company that's redefining how field service companies operate, providing you the opportunity to be part of something extraordinary.</li><li dir="ltr" style="list-style-type:disc;font-size:10pt;font-family:Georgia,serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><span style="font-size:10pt;font-family:Georgia,serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">SaaS Industry Impact: Play a pivotal role in a company that’s influencing the multi-billion-dollar SaaS industry, contributing to its growth and evolution.</li><li dir="ltr" style="list-style-type:disc;font-size:10pt;font-family:Georgia,serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><span style="font-size:10pt;font-family:Georgia,serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Unlimited Growth Potential: You’ll experience immense professional and personal growth while pushing your boundaries.</li><li dir="ltr" style="list-style-type:disc;font-size:10pt;font-family:Georgia,serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><span style="font-size:10pt;font-family:Georgia,serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Customer-Focused Culture: Work within a team that values customer success and satisfaction at every step, making a direct impact on business outcomes.</li><li dir="ltr" style="list-style-type:disc;font-size:10pt;font-family:Georgia,serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><span style="font-size:10pt;font-family:Georgia,serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Startup Energy: Experience a vibrant startup culture that encourages innovation, collaboration, and a fast-paced environment with endless learning opportunities.</li></ul><span style="font-size:10pt;font-family:Georgia,serif;color:#980000;background-color:transparent;font-weight:700;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Role

Responsibilities:

<ul style="margin-top:0;margin-bottom:0;"><li dir="ltr" style="list-style-type:disc;font-size:10pt;font-family:Georgia,serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><span style="font-size:10pt;font-family:Georgia,serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Drive Product Adoption: Ensure customers fully understand and engage with our product, maximizing the value they derive from it to drive retention and growth.</li><li dir="ltr" style="list-style-type:disc;font-size:10pt;font-family:Georgia,serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><span style="font-size:10pt;font-family:Georgia,serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Proactive Customer Management: Monitor customer health, identify risks early, and take action to prevent churn while promoting renewals and upsells.</li><li dir="ltr" style="list-style-type:disc;font-size:10pt;font-family:Georgia,serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><span style="font-size:10pt;font-family:Georgia,serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Onboarding Excellence: Lead a seamless onboarding process, ensuring new customers are set up for success, adapting to each customer’s unique requirements.</li><li dir="ltr" style="list-style-type:disc;font-size:10pt;font-family:Georgia,serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><span style="font-size:10pt;font-family:Georgia,serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Account Growth: Nurture key accounts by understanding their evolving needs, providing customized solutions, and identifying opportunities for growth.</li><li dir="ltr" style="list-style-type:disc;font-size:10pt;font-family:Georgia,serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><span style="font-size:10pt;font-family:Georgia,serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Cross-Functional Collaboration: Work closely with product, sales, and marketing teams to communicate customer insights and drive product improvements.</li><li dir="ltr" style="list-style-type:disc;font-size:10pt;font-family:Georgia,serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><span style="font-size:10pt;font-family:Georgia,serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Data-Driven Decisions: Use data to optimize customer success strategies, measure success metrics, and adjust tactics as needed to meet KPIs.</li><li dir="ltr" style="list-style-type:disc;font-size:10pt;font-family:Georgia,serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><span style="font-size:10pt;font-family:Georgia,serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Customer Advocacy: Act as the voice of the customer within ZenTrades, ensuring their needs and feedback are well-represented in our strategies.</li><li dir="ltr" style="list-style-type:disc;font-size:10pt;font-family:Georgia,serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><span style="font-size:10pt;font-family:Georgia,serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Leadership and Team Building: Lead, mentor, and develop a team of customer success managers, driving their performance and professional growth.</li><li dir="ltr" style="list-style-type:disc;font-size:10pt;font-family:Georgia,serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><span style="font-size:10pt;font-family:Georgia,serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Flexibility and Adaptability: Be comfortable in a fast-paced environment, where priorities may shift, and handle multiple customer demands with ease.</li></ul><span style="font-size:10pt;font-family:Georgia,serif;color:#980000;background-color:transparent;font-weight:700;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Job Requirements (Skills and Experience):<ul style="margin-top:0;margin-bottom:0;"><li dir="ltr" style="list-style-type:disc;font-size:10pt;font-family:Georgia,serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><span style="font-size:10pt;font-family:Georgia,serif;color:#000000;background-color:transparent;font-weight:700;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Educational Background: Preferred BTech (or equivalent) + MBA (or equivalent) with 5-8 years of relevant work experience in B2B SaaS environments<span style="font-size:10pt;font-family:Georgia,serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">.</li><li dir="ltr" style="list-style-type:disc;font-size:10pt;font-family:Georgia,serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><span style="font-size:10pt;font-family:Georgia,serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Customer-Centric: Strong focus on customer success, with a proven track record in cross-selling, upselling, and driving customer satisfaction.</li><li dir="ltr" style="list-style-type:disc;font-size:10pt;font-family:Georgia,serif;color:#000000;background-color:transparent;font-weight:700;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><span style="font-size:10pt;font-family:Georgia,serif;color:#000000;background-color:transparent;font-weight:700;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Have an Entrepreneurial mindset.

You have

tried your hands on building a company from ground zero</li><li dir="ltr" style="list-style-type:disc;font-size:10pt;font-family:Georgia,serif;color:#000000;background-color:transparent;font-weight:700;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><span style="font-size:10pt;font-family:Georgia,serif;color:#000000;background-color:transparent;font-weight:700;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">An understanding of the North American market for future SaaS product-market fit is crucial</li><li dir="ltr" style="list-style-type:disc;font-size:10pt;font-family:Georgia,serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><span style="font-size:10pt;font-family:Georgia,serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Problem-Solver: Exceptional problem-solving skills, with the ability to address complex customer issues and develop practical solutions.</li><li dir="ltr" style="list-style-type:disc;font-size:10pt;font-family:Georgia,serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><span style="font-size:10pt;font-family:Georgia,serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Leadership

Experience:

Demonstrated experience in leading a customer success or account management team, with strong mentorship and team-building skills.</li><li dir="ltr" style="list-style-type:disc;font-size:10pt;font-family:Georgia,serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><span style="font-size:10pt;font-family:Georgia,serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Technical Knowledge: Familiarity with SaaS products, APIs, integrations, and onboarding automation tools to support customer setups and troubleshooting.</li><li dir="ltr" style="list-style-type:disc;font-size:10pt;font-family:Georgia,serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><span style="font-size:10pt;font-family:Georgia,serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Data-Driven: Strong proficiency in using BI tools and platforms such as Salesforce, HubSpot, and other CRM tools for tracking customer health and performance.</li><li dir="ltr" style="list-style-type:disc;font-size:10pt;font-family:Georgia,serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><span style="font-size:10pt;font-family:Georgia,serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Exceptional Communication: Outstanding presentation skills and the ability to clearly articulate ideas, issues, and solutions to customers and internal stakeholders.</li><li dir="ltr" style="list-style-type:disc;font-size:10pt;font-family:Georgia,serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><span style="font-size:10pt;font-family:Georgia,serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Agility and Flexibility: Highly adaptable to change, with the ability to thrive in a fast-moving startup environment.</li><li dir="ltr" style="list-style-type:disc;font-size:10pt;font-family:Georgia,serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><span style="font-size:10pt;font-family:Georgia,serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Empathy &amp; Ownership: Demonstrates empathy, high ownership, accountability, and a proactive attitude toward challenges and growth opportunities.</li><li dir="ltr" style="list-style-type:disc;font-size:10pt;font-family:Georgia,serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><span style="font-size:10pt;font-family:Georgia,serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Hands-On Approach: Someone who doesn’t hesitate to get involved directly when needed, with a bias toward action and problem-solving.</li></ul><span style="font-size:10pt;font-family:Georgia,serif;color:#980000;background-color:transparent;font-weight:700;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Why ZenTrades?<span style="font-size:10pt;font-family:Georgia,serif;color:#980000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">&nbsp;<span style="font-size:10pt;font-family:Georgia,serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">At ZenTrades, we are looking for a highly motivated, energetic, and ambitious individual to join our dynamic startup team.

We empower our team members to think creatively, challenge the status quo, and take ownership of their work. You’ll enjoy the freedom to pursue out-of-the-box ideas, while working in a fast-paced, collaborative environment.<span style="font-size:10pt;font-family:Georgia,serif;color:#980000;background-color:transparent;font-weight:700;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Timings:&nbsp;<span style="font-size:10pt;font-family:Georgia,serif;color:#000000;background-color:transparent;font-weight:700;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">You will be required to operate in the US time zone: 5:30 pm IST to 3:30 am IST from our Pune location.<div> </div><div> </div>

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About the company

ZenTrades

ZenTrades is a software company that provides field service management solutions for home service businesses.

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Industry: Software
Open roles: 46