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Tier-1 brand, mid-level generalist CSM role, metro location, and common skills increase competition.
Requires logistics/LSP domain knowledge and SaaS CSM experience, limiting cross-industry transferability.
Explicit 5+ years requirement plus logistics/SaaS domain experience makes filters moderately strict.
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Own and manage the customer lifecycle journey for a base of tech-touch customers, focusing on onboarding, engagement, renewal, and expansion.
Develop and execute tech-touch customer success service programs using data-driven segmented approaches and scalable self-guided solutions.
Collaborate cross-functionally to provide product feedback, optimize adoption and consumption metrics, and support North American customers during 4:00 PM - 1:00 AM IST shift.
5+ years of relevant experience in Customer Success Tech Touch, Product Specialist, or Project Management roles.
Experience working in SaaS companies.
Proficiency with Jira and Salesforce is highly preferred.
Must work from office 5 days a week; shift timings from 4:00 PM to 1:00 AM IST.
Experienced in managing and scaling customer success programs with a data-driven, process-oriented approach in SaaS or technology environments.
Comfortable working in a cross-functional team setting, interacting with product and carrier-facing teams, and handling North American customer segments.
Demonstrates strong communication skills and ability to influence product feedback incorporation based on customer insights.