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Customer Success Associate

Saas Labs

Saas Labs

Customer Service, Sales & Business Development
Noida, Uttar Pradesh, India
Posted on Tuesday, December 12, 2023

Customer Success Management is a role that is defined in various ways in the industry, but at its core, it is all about making the customers successful and making them realize the value of the services we offer. A good Customer Success Associate must have a thirst for knowledge, the ability to learn quickly, easily grasp new software applications, and act as a conduit between the customer and our company.

As a Customer Success Associate, you shall manage a portfolio of customers, develop relationships with multiple stakeholders, drive product adoption, work on their value realization and also help their expansion over time.

This role caters to customers in the US, EMEA and Australia regions. The portfolio and shifts would be decided based on business needs and individual skills
  • 2-4 years of experience in a B2B SaaS domain and Customer-facing roles like Customer Success, Sales or Customer Support, focused on US & EMEA customers
  • Should have experience in engaging with Senior Executives
  • Graduation in Science, Engineering, and Commerce fields from an accredited college or university. A postgraduate degree would be beneficial
Key Responsibilities:
  • Build value-based relationships with the customer stakeholders, build them into champions and advocates
  • Own the customer journey, and ensure product adoption, renewal, and identification of expansion opportunities
  • Identify product usage gaps and consult with the customer on the actionable solutions
  • Collaborate closely with Account Managers and Account Executives to identify and close opportunities for upselling, cross-selling, and development of customers’ success plans based on their desired outcomes
  • Drive customer advocacy through reviews, testimonials, references, customer meetups, webinars, case studies, etc.
Must-Have Skills:
  • Exceptional ability to communicate and foster positive business relationships with customers as well as internal stakeholders
  • Exemplary written and verbal communication skills to work with global customers
  • Experience working with at least one Customer Success tools like Gainsight, Totango, ChurnZero, or similar ones
  • Strong problem-solving and analytical skills with the ability to derive actionable insights and recommendations from data
  • Proven track record of driving customer success and retention
  • Ability to work across varied customer segments
  • Good understanding of SaaS and business processes
  • Ability to manage customers at scale and function in fast paced environments
Good-to-Have Skills:
  • Ability to translate customer needs into technical requirements for internal stakeholders
  • Has worked with global customers, and across different segments in the past

Other essential qualities for this role:

  • Customer-first mindset is a must
  • Bias for action and a sense of urgency to get things done for customers
  • Able to multitask efficiently under time pressure
  • Sense of accountability


  • Opportunity to work and collaborate with a global team spread across 6 countries
  • Routine hackathons and learning boot camps to promote knowledge sharing

About SaaS Labs

SaaS Labs is a global SaaS company powering Sales and Support teams of over 7000 growing businesses with its software ecosystem focused on automation, productivity, and collaboration. One of the fastest-growing companies in India, SaaS Labs is backed by leading investors such as Peak XV Partners, Base10 Partners, and Eight Roads. Currently, our portfolio of products includes JustCall (Contact Center Software), Helpwise (Shared Inbox), Dialworks (Sales Readiness Platform), EasyCalendar (Scheduling Software), CallPage (Callback Automation), Atolia (Collaborative Workspace), and CallRoot (Call Tracking and Analytics).
SaaS Labs is a diverse international team of passionate problem solvers. With innovation, experimentation, and customer obsession at the heart of its ethos, the company has been honored with 30+ innovation awards including the coveted Deloitte Technology Fast 50 and FT High Growth Companies (Asia Pacific).

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