Customer Success Manager

Grow Your Staff · Tamil Nadu, India

Grow Your Staff is hiring a Customer Success Manager for a Europe-based SaaS company transforming the network marketing industry through an all-in-one business management platform. This is a full-time remote position

The role will have excellent growth opportunities. You will be working directly with the global team to own the complete customer journey, improve customer retention, and build an engaging online community.

Experience required: 7-11 years

Time: 5:30 pm- 2:30 am (Monday - Friday)

CTC: 18-25 LPA

Location: Remote

Type of employment: Full-time

Responsibilities

• Own the complete customer journey from trial registration through onboarding, activation, conversion, and the first 60 days of customer success. Conduct onboarding calls, proactively engage inactive users, and continuously improve onboarding workflows and communication.
• Monitor customer health, identify churn risks early, conduct proactive follow-ups and Zoom support sessions, and help improve customer activation, retention, and overall success.
• Manage the AI-powered support system by handling escalated queries, resolving or routing support tickets, and recommending improvements based on recurring customer issues.
• Own the company's community through daily engagement, answering member questions, publishing recurring content, recognizing customer success stories, and hosting a weekly live session.
• Act as the primary support contact for leaders managing paid team spaces, assisting with onboarding, ongoing engagement, operational support, and identifying potential churn risks.
• Document customer feedback, onboarding friction points, feature requests, and churn insights, collaborating with Product and Engineering teams to enhance the customer experience.
• Track key customer success and community metrics, prepare regular performance reports, and recommend improvements to onboarding, retention, community engagement, and support processes.
• Work closely with cross-functional teams to optimize customer journeys, strengthen product adoption, improve AI-assisted support, and deliver a consistently high-quality customer experience.

Qualifications

• Bachelor's degree in Business, Marketing, Communications, Customer Success, or a related field.
• Proven 7+ years of experience in Customer Success, Customer Experience, Account Management, or SaaS customer onboarding.
• Strong experience conducting customer calls, product demonstrations, and virtual training sessions.
• Excellent written and verbal English communication skills.
• Experience working with CRM platforms and customer engagement tools such as GoHighLevel, Slack, Zoom, or similar platforms.
• Experience managing or growing online communities (Circle, Skool, Discord, Facebook Groups, or similar platforms) is highly preferred.
• Strong analytical and problem-solving skills with the ability to identify customer trends and improve retention.
• Self-motivated, proactive, and comfortable working independently in a fast-paced remote environment.
• Previous experience in SaaS, subscription-based businesses, or community-led products is highly preferred.
• Familiarity with network marketing, direct selling, or community-driven businesses would be an added advantage.