Customer Success Specialist Job

As a HubSpot Elite Partner, we are expanding our team to deliver impeccable service to our SaaS customers, and are looking for a specialist to join us. If the definition of success for you means the success of your customers, then this role is for you.

Experience: Between 3-5 years.

Location: Remote. Or if you want to be in the office, we are in Delhi

What you’ll be doing on the team:

In one month you’ll…

• Attend organization training and know the Niswey story, how we work, and our goals for the future
• Experience an in-depth product training
• Learn how to use HubSpot in your daily work
• Learn how to resolve issues on your own
• Learn how to decide when you need help
• Have 1:1 meetings with key members at Niswey
• Shadow colleagues, learn best practices for what makes our customers successful
• Deliver customer on-boarding calls and build strategic business plans for customers
• Lead customer onboarding sessions and help them succeed with HubSpot and it's apps 
• Be fully responsible for your customers and run calls independently!

By month 4, you’ll…

• Own swift resolution of technical issues on behalf of our customers by partnering with the product team. This includes identifying, escalating, and suggesting solutions in order to drive a successful outcome
• Drive projects forward that synthesize your customer interactions and internal processes to improve the customer experience
• Be consistently hitting and exceeding your customer experience goals
• Continue to master your knowledge of our products and have a deep understanding of the industry
• Fully understand our internal ecosystem and be able to collaborate cross-functionally to provide the best-in-class support process
• Work with your customers daily, delivering value and helping them achieve their goals
• Partner with sales to identify growth opportunities for customers
• Continue learning about the ever-changing industry
• Should be achieving your Net Retention and Net Promoter Score targets
• Deliver detail-oriented Monthly Business Reviews with your manager on the performance of your customers

• Be responsible for how customers are progressing through the onboarding process and continuing to see ongoing success.
• Engage with customers via one-to-many channels such as video, email, and chat throughout the customer lifecycle.
• You will identify common customer challenges and actively suggest better solutions
• You will coach customers to be product experts.
• You will partner with cross-functional team members to translate business needs and product requirements into new solutions for customers

By month 7, you’ll…

• Find opportunities to implement 1: many programs that can efficiently and effectively drive customer outcomes at scale
• You will test playbooks and program ideas and track results based on defined customer goals
• Have a proactive, independently managed routine established for working with your customers
• Drive customers successfully through onboarding within a fast-paced environment
• Master servicing, sales, and marketing practices in HubSpot
• Be consistently hitting and exceeding your retention
• Work with the leadership to identify a plan of continued growth
• Bring your thinking, strategy, and ideas to the team to advance our creative culture and vision for the future.
• Start building an onboarding and customer success team around yourself 

If you fit the bill, you’ll be part of Niswey’s team of cutting-edge new-age marketers and technologists who drive the marketing for mid to large technology enterprises.

You can go through our careers section to know the kind of people we are looking for. To apply: fill the form and attach your CV. You can also mail your CV directly to careers [at] niswey [dot] com