Customer Success Specialist

Job description

About the Opportunity

Small businesses are the backbone of our economy. Today, more than ever, these businesses are struggling to survive and grow. Our mission is to help small businesses succeed, improve their lives, and create more efficient businesses. We automate accounting so business owners and their accountants can spend more time growing and less time dealing with operational hassles. Our SaaS platform automates accounting needs for thousands of online businesses (e-commerce, retail, etc.). If you’re passionate about solving real-world problems and lending a hand to the small business communities trying to survive in an ever-changing digital world, join us!

About the Role

As a Customer Success Specialist at Webgility - a Great Place to Work-Certified™ company, you will manage a portfolio of small business clients, partnering closely with them to ensure they fully leverage our SaaS platform for e-commerce accounting automation. Your role involves becoming a platform expert, proactively engaging customers to understand their specific workflows, troubleshooting adoption barriers, and guiding them to maximize efficiency and value from their investment in Webgility, acting as their primary strategic advisor.

Crucially, you will identify opportunities for customers to expand their use of Webgility as their businesses grow, navigating upsell discussions with skillful negotiation to drive revenue expansion. You will also serve as the customer’s internal advocate, collaborating with Product and Support teams to address feedback and issues, fostering strong customer relationships that lead to valuable advocacy like case studies, ultimately helping our small business users achieve greater operational success.

Why Work for Us

Our fast-paced group thrives on innovation and collaboration that drives customer impact. Webgility prides itself on empowering people, helping them learn, and offering tools for professional growth. Want to join a diverse group of thinkers and collaborators in a contagiously fun culture?

In This Role, You Will

• Manage a portfolio of assigned customers, serving as their primary point of contact and trusted advisor.
• Proactively engage with all customers to build strong relationships, ensure their success, and drive product adoption.
• Nurture customer relationships to identify and cultivate customer advocacy, leading to case studies, testimonials, and references.
• Monitor customer product usage and identify opportunities to increase adoption and unlock further value.
• Liaise with the product team to communicate customer feedback, feature requests, and insights to inform product development.
• Collaborate with the support team to ensure timely and effective resolution of customer issues.
• Identify upsell and expansion opportunities within your customer base and successfully negotiate and close these deals.
• Conduct Quarterly Business Reviews (QBRs) with top-tier customers to review progress, demonstrate value, and align on future goals.
• Deeply understand your customers’ business objectives and help them achieve their desired outcomes using our product.
• Act as a key internal advocate for your customers, representing their needs and perspectives.

What You Bring to the Table

• 3-5 years of proven experience in a dedicated Customer Success Management role, with a strong understanding of CSM best practices and methodologies.
• Demonstrated ability to build and maintain strong, long-lasting customer relationships.
• Excellent communication and interpersonal skills, with the ability to effectively engage with customers at various levels.
• Proven track record of identifying and closing upsell or expansion opportunities.
• Strong negotiation and persuasion skills.
• Experience in driving product adoption and demonstrating value to customers.
• Ability to understand customer goals and translate them into actionable plans.
• Experience in conducting customer business reviews (e.g., QBRs).
• Ability to work cross-functionally with Product, Support, and Sales teams.
• Strong problem-solving skills and a proactive approach to addressing customer needs.

Top benefits or perks:

As a team member at Webgility, you’ll enjoy:

• Work-Life Integration: We fully support Remote Working, paid time off, and parental leaves to allow our employees flexibility in an ever-evolving work culture
• On-the-Job Training & Development: We encourage learning and growth through access to multiple 1:1 sessions, learning platforms, and on-the-job training
• Health & Wellness: Prioritizing employee well-being, we offer annual wellness sessions plus wellness time offs, unlimited access to a gaming room, and a well-equipped fitness center
• Hardware & Internet: Remote employees get the hardware delivered straight to their doorstep. They are also eligible for reimbursement of the internet services.
• Family Insurance: Group health insurance with the no-capping model that covers employees, spouses, and children
• Rewarding Culture: We honor our employees’ accomplishments through thoughtful recognition programs, annual employee awards, annual meet-ups, and celebrate even the smallest of wins
• Open-Door Policy: Approachable management, monthly town halls to openly share ideas, a transparent feedback mechanism, and leadership visibility are our success pillars

Location:

This position is 100% remote in India, and a reliable internet connection is necessary to complete job duties. This position will require working a full night shift, and the candidate will be required to visit the Indore Office once every quarter.

Compensation:

CTC 10 Lakhs to 20 Lakhs based on Experience with an ⁸⁰⁄₂₀ split. And the 20% variable pay is paid out quarterly.