[ref. d58572817] Associate Customer Success Manager - Pune

Who We Are:

Want to be part of a company that empowers you to innovate and implement your powerful ideas as you help shape the future of cybersecurity? Since 2012, CRITICALSTART has assisted in safeguarding numerous businesses from cyberattacks, preparing them for upcoming threats, and earning a plethora of awards along the way.

We thrive on innovation, devoid of bureaucracy. CRITICALSTART pioneered the first MOBILESOC app for on-the-go threat detection and response, devised a method to automatically resolve the majority of security alerts, and introduced services that reduce alert investigation time by 99.3% (our analysts truly appreciate us for that).

If you'd prefer to hear from our Critical Crew, watch this video to learn about their perspectives. Look at our Glassdoor reviews for another internal viewpoint (Pssst...want to grab our attention when you submit your resume? Include something about our Glassdoor reviews that resonated with you).

• Daily opportunities to make a difference. Whether it's protecting our customers from attacks and breaches or contributing to the greater good.
• An abundance of intelligent, talented, high-performing individuals to collaborate with. We value accountability, support each other's growth, and genuinely enjoy what we do.
• An approach of continuous improvement to revolutionize our industry and surpass mediocrity. While many cybersecurity companies hire competent individuals, we believe in striving for excellence. Don't you believe you're capable of more than just being good?
• Constant learning, unlocking innovative ideas, and a nurturing, cooperative environment.
• Extensive industry recognition. We receive so much acclaim that it's nearly overwhelming. Almost.
• Our teammate put it best: "Every day presents new challenges and ample opportunities for professional growth... Your contributions directly impact the company's overarching purpose, and the sense of belonging and culture are unparalleled.

Who You Are:

We are seeking an Associate Customer Success Manager to join the Critical Start Technologies Private Ltd. team, operating under the Critical Start umbrella, for our India operations. The ideal candidate has 2+ years of experience in customer-facing roles, is highly customer-focused, detail-oriented, and passionate about delivering exceptional service.

In this role, you will leverage your strong communication and organizational skills to guide customers through their post-sales journey, ensuring they achieve their goals, experience ongoing value from our solutions, and receive clear and measurable outcomes.

If you thrive on building relationships and driving customer success, we’d love to hear from you!

What You Will Be Doing?:

• Customer Guidance & Relationship Management: Guide customers through the post-sales process to achieve their desired outcomes, maximize the value of our solutions, and foster strong relationships. Develop and maintain detailed account plans to communicate the value of services and address customer requests.
• Service Delivery & Implementation: Oversee service management relationships to ensure successful consumption of products and services. Coordinate with internal teams to manage product scope, onboarding, and service implementation projects, ensuring a seamless customer experience.
• Customer Advocacy & Issue Resolution: Serve as an advocate for customers, addressing their issues at all stages of the journey. Monitor customer satisfaction, prioritize critical events, and escalate at-risk accounts as needed while resolving issues impacting satisfaction.
• Reporting & Insights: Produce and present monthly reports offering insights, progress updates, and actionable recommendations. Conduct regular business reviews to communicate value and align on goals.
• Collaboration & Feedback: Work closely with sales, support, R&D, and product teams to assess renewal risks, manage resource allocation, and address customer feedback with feature requests or enhancements.
• Retention & Growth: Proactively reduce customer turnover risks by identifying opportunities for upgrades, cultivating customer references, and enabling connections with advocates

What You Will Bring?:

Required Qualifications:

• 2+ years of experience in customer success, customer support, or account management, with a SaaS, Cloud, or Security provider (MSP/MSSP).
• Proven experience managing direct customer relationships with a focus on ensuring customer satisfaction and retention.
• Proficiency with customer success tools or CRM platforms, such as Gainsight, Salesforce, or similar systems.
• Strong written and verbal communication skills, with an ability to engage and escalate issues effectively to resolve concerns and mitigate churn risk.
• Ability to manage multiple priorities and deliver consistent, high-quality results.

Preferred Qualifications:

• 3+ years of experience in customer success, account management, or a related customer-facing role.
• Demonstrated commitment to achieving customer success and delivering measurable value.
• Strong skills in conflict resolution, problem-solving, and project management.
• Exceptional organizational abilities and attention to detail.
• A proactive, solutions-focused approach, with a willingness to collaborate and simplify processes where possible.

What It's Like Working Here:

Imagine a dynamic, enjoyable, and rewarding work environment. We are professionals, and the work we do holds immense significance, like saving our customers from potential disasters. However, we believe in not taking ourselves too seriously.

Prefer a casual dress code every day? No problem, as we find comfort enhances our thinking.

Our workplace in Plano, TX offers open offices, collaborative meeting spaces, phone rooms, and wellness rooms. In the breakroom, friendly competition arises with games like ping-pong, bubble hockey machine, foosball, or the gaming machine. What harm does a little healthy competition among friends do?

• Competitive salary with bonus potential
• 100% employee coverage for healthcare/50% coverage for dependents
• Unlimited PTO (Paid Time Off) policy
• Paid Parental and Military Leave
• Dental and Vision Plan
• Employer-provided Life Insurance, Long-Term Disability, and Short-Term Disability coverage
• Additional Voluntary Life Insurance coverage
• 401(k) Plan with Matching Program
• Mines Employee Assistance Program
• Monthly Wellness Initiatives
• Optional Pet Benefits Discount Plan
• And a new Tesla... just kidding! Kudos for making it to the end.

We prioritize your privacy and security. Please note that Critical Start will never request financial information or sensitive personal data during the interview process. If you encounter any suspicious requests, do not respond and contact us directly at recruiting@criticalstart.com. Thank you for helping us maintain a safe and trustworthy hiring experience.

Critical Start welcomes people from all backgrounds and walks of life. One of our core values is to “Do what’s best for our employees,” and that starts with the hiring process by finding the best candidates and providing an environment that upholds equal employment opportunities for all employees and applicants, strictly prohibiting any form of discrimination or harassment based on race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy encompasses all aspects of employment, including recruitment, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Mental and Physical Requirements

It's important to note that specific physical and mental requirements may vary depending on the nature of the office job, organization, and individual responsibilities.

Physical:

• Stationary position for extended periods of time.
• Constantly operate a computer.
• Occasionally you may be required to move equipment or other items up to 20 lbs.
• The ability to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations.

Mental:

• Must be able to apply established protocols in a timely manner.
• Make timely decisions in the context of workflow.
• Ability to complete tasks and perform in situations requiring speed deadlines, or productivity quota.
• Ability to work effectively and efficiently in high stress situations.
• Ability to simultaneously address multiple complex problems.

Application Deadline:

The application deadline for this position is January 31, 2025.

How to Apply:

Interested candidates are invited to visit our career site and apply for the position: https://www.criticalstart.com/careers/

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