About the role
Key ResponsibilitiesCustomer Onboarding
- Own the end-to-end onboarding journey for assigned customers.
- Conduct customer kick-off meetings and establish implementation timelines.
- Collaborate with Professional Services, Support, Sales, and Product teams to ensure smooth onboarding.
- Track implementation milestones and proactively drive project completion.
- Coordinate customer signoffs and Go-Live activities.
- Ensure a seamless transition from implementation to Business-as-Usual (BAU).
- Develop and execute customer success plans to drive product adoption and business outcomes.
- Serve as the primary post-sales point of contact for assigned enterprise customers.
- Build strong relationships with business and technical stakeholders through regular customer touchpoints and business reviews.
- Monitor customer health, product usage, and adoption metrics; identify risks and recommend improvement plans.
- Deliver customer enablement sessions and share best practices to maximize platform value.
- Represent the voice of the customer by collaborating with Product and Engineering teams to communicate customer feedback and enhancement requests.
- Monitor customer health and identify risks proactively.
- Own customer escalations and coordinate with internal teams to ensure timely resolution.
- Track support cases and communicate progress to customers.
- Develop mitigation plans for at-risk accounts.
- Ensure customers receive timely updates during critical incidents.
Required Experience & SkillsExperience
- 4–5 years of overall experience, with atleast 2 years of experience in Customer Success, Technical Account Management, SaaS Account Management, or Enterprise Customer Support.
- Proven experience managing enterprise customer accounts independently.
- Experience working with B2B SaaS products is mandatory.
- Experience in Cybersecurity, Endpoint Management, Vulnerability Management, or IT Operations will be an added advantage.
Technical Knowledge
- Good understanding of SaaS applications and cloud-based platforms.
- Working knowledge of Windows and Linux operating systems.
- Understanding networking concepts including TCP/IP, DNS, Firewalls, Proxy, VPN, and common networking protocols.
- Ability to understand technical architecture and communicate effectively with technical stakeholders.
- Familiarity with endpoint management or cybersecurity solutions is preferred.
- Excellent verbal and written communication skills.
- Strong stakeholder management and relationship-building skills.
- Customer-first mindset with strong ownership and accountability.
- Ability to manage multiple enterprise accounts simultaneously.
- Ability to work effectively across cross-functional teams.
- Strong presentation and customer-facing communication skills.
- Ability to manage customer expectations and difficult conversations professionally.
- Self-driven with the ability to work independently.
Preferred Qualifications
- Bachelor’s degree in engineering (BE/BTech), MCA, or an equivalent technical qualification.
- MBA is preferred, particularly with a specialization in Information Systems.
- Customer Success, ITIL, Project Management, or other relevant professional certifications will be an added advantage.