posted 25 may 2025 reference number JPC - 106289 next steps job details As Customer Success Leader, you should have demonstrated skills in setting up CS processes in a dynamic and fast paced environment. Key is execution, adoption and collaboration with emphasis on getting things done. This is a leadership role. Incumbent is expected to have built a successful customer success team for our leading Enterprise B2B SaaS platform, ERPNext. You are expected to work directly in managing the customer lifecycle in the organization by designing methods and tools towards acquiring, adopting, expanding and renewing customers. Job Summary: What you will be working on:
Managing Customer Expectation
Set expectations for Customer Success team
Define a clear customer lifecycle and measurable customer success touch points
Design processes and tools to manage, meet and exceed customer expectations
Onboard new and existing teams to execute customer expectation management
Set up structured meetings for customer onboarding
Identify various touch points during product implementation and support
Personalisation
Drive individualised attention through
Feature adoption
Tracking daily active users
Other measurable metrics
Offer learnings to success team allowing them to build product and industry knowledge
Make data insights available for success team helping them identify usage patterns and personalise ERPNext adoption
Providing timely resolution
Build on existing support team and tools
Successfully and continuously manage support tickets numbers and nature
Proactively identify issues through usage and adoption patterns