Customer Success Lead (SAAS)

Job Description
Job Title: Customer Success Lead
Location: Pune
Number of Vacancies: 1
About the Team
Our team is comprised of passionate individuals who are dedicated to pioneering access and transforming lives. We foster a
collaborative and inclusive environment where everyone's contributions are valued and encouraged. As a member of our team, you
will have the opportunity to work alongside talented professionals who are committed to driving innovation and making a positive
impact.
Job description (About the Role)
As the Customer Success Lead, you will play a pivotal role in ensuring our customers' success and satisfaction with our products. You
will be responsible for regular customer engagements, gathering feedback, addressing concerns, and leading a tech support team.
Your goal will be to analyze support tickets, identify permanent solutions, and ensure a high Net Promoter Score (NPS).
Key Deliverables (What Will You Do)
1. Customer Engagement:
○ Conduct regular check-ins with customers to build strong relationships and understand their needs.
○ Gather and analyze customer feedback to continuously improve our products and services.
○ Proactively listen to customer concerns and provide timely and effective solutions.
2. Tech Support Leadership:
○ Lead and manage a tech support team, ensuring prompt resolution of support tickets.
○ Monitor and analyze support ticket trends to identify common issues and implement permanent solutions.
○ Develop and maintain documentation for common support issues and solutions.
3. Customer Satisfaction:
○ Ensure a high level of customer satisfaction by addressing concerns and providing exceptional support.
○ Track and analyze customer NPS scores, implementing strategies to maintain and improve them.
○ Collaborate with product and engineering teams to address customer feedback and enhance product offerings.
Job Specification (What Will You Need)
● Bachelors degree in Business, IT, or a related field.
● Proven experience in a customer success or support role within a SaaS organization is a plus.
● Strong leadership skills with the ability to manage and motivate a team.
● Excellent communication and interpersonal skills.
● Analytical mindset with the ability to identify trends and implement solutions.
● Familiarity with the logistics and distribution industry is a plus.
About ElasticRun
Elasticrun is sparking a quiet revolution, reshaping consumption as well as distribution, and is dedicated to transforming lives. We
break down barriers that have separated communities from modern ecommerce, extending the reach of goods to once inaccessible
territories. Leveraging technology, Elasticrun connects the dots in a complex supply chain, streamlining processes and thereby making
goods more accessible and affordable.
Beyond the numbers and accolades, our true strength lies in our people. We champion a people-first culture with gender-neutral and
inclusive. Discover opportunities to be part of our dynamic team at (portal).
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