Customer Success Associate

📍 Location: Bangalore (On-site), Kadubeesanahalli, Cessna Business Park

🕑 Work Timings: 2 PM to Midnight IST

About Us:

RetainIQ is a MarTech startup expanding empowering leading DTC stores to find that connect with their shoppers, globally. We work with world-changing businesses to boost their voices and broaden their impact. Top e-commerce brands rely on our SaaS platform and services for email marketing to acquire, grow, and retain customers. RetainIQ’s solution is a full-stack Marketing Automation solution with immediate and long-term values throughout the customer lifecycle, driving market-proven results for e-commerce businesses.

Areas of responsibility include:

• Develop and maintain strong relationships with existing clients, serving as their main point of contact and trusted advisor.
• Conduct usage and adoption reviews, and proactively suggest solutions to common customer challenges.
• Continually identify and develop new uses for RetainIQ that drive adoption and that align with customer business needs and marketing goals.
• Ensure high levels of customer satisfaction and retention by understanding client goals, providing solutions, and addressing any issues or concerns.
• Partner closely with other cross-functional team members to translate business needs and product requirements into new solutions for customers.
• Identify opportunities to increase revenue from existing customers through upselling and cross-selling products and services.
• Help drive customer references and case studies, and produce reports and presentations to explain insights and results to marketing professionals.
• Provide strong account management to existing clients, offering support and keeping them abreast of new products and services that could be of value to their business.

Desired Profile:

• A passion for marketing and developing data-driven strategies
• An independent worker who is responsible for their tasks
• A team player who enjoys working with a team of diverse backgrounds
• A creative individual who implements new ideas/concepts regularly
• A stickler for deadlines who enjoy the occasional curveball
• A leader who is proactive and willing to take the initiative
• A detail fanatic who can spot an email typo at first glance
• A notetaker who enjoys making and using to-do lists

Required Skills and Experience:

• Minimum 1-2 years of experience in the Adtech and Martech space as CSM or any client-facing role. Freshers with a passion for the Adtech/MarTech space are highly encouraged to apply.
• Prior experience in the B2B sector is a requirement, while familiarity with SaaS is considered advantageous.
• Fluent in English with excellent communication skills, attention to detail, and a knack for strategic thinking are essential.
• You’ll be expected to juggle your work schedule and the schedules of clients operating across many different time zones.
• Exceptional listener and trust-builder; able to build and maintain strong, deep relationships with external and internal stakeholders.
• Obsessive about helping enterprise clients generate meaningful business value from technology products and services.
• Self-motivated and able to work independently.
• RetainIQ doesn’t believe in educational degrees or colleges. If you’re passionate about Adtech and MarTech space and insanely passionate about giving world-class experience to customers, please apply!

Why work with us?

• Cutting Edge Technology: We use the best tools available to make your process as smooth and as comfortable as possible. These include Asana, Slack, Loom, Miro, and Klaviyo. If you’re not familiar with a tool we rely on, don’t worry — we’ll make you an expert.

• Work as an intrapreneur: We are engineers at heart and love building scalable systems for people to coordinate, work, and build great things together.

• Top-notch investors: RetainIQ is well-capitalized from top-notch investors like Accel Partners. While you have all the advantages of working on challenging problems that come with working in a startup, you also don't have the risk of the company running out of money.

• Freedom & Responsibility: If you are a person who wants to take up challenging work & push your boundaries, then this is the right place for you.

• Develop Your Skills: We encourage professional growth daily. We offer professional development reimbursements on courses, books, subscriptions, and more. RetainIQ makes it easy to continue your personal and professional growth.

• Culture: We practice autonomy, open communication, and growth opportunities while maintaining a perfect work-life balance.

• Medical Insurance: Get the best in class medical insurance, programs for taking care of your mental health, and a Contemporary Leave Policy (beyond sick leaves)

How to Apply:

Application Form: Fill out the application on our site (don’t worry, it’s pretty painless) (up to 10 mins). Link: https://forms.gle/aNiw2q43vCfy3f2z9

Application Form Review & Assignment: We’ll take a look at your submission and get in touch within 5 days and send an assignment if you pass the screening round. You’ll go through a brief assignment to demonstrate your skills.

Interview: We’ll take a look at your submission, If you proceed forward, the first interview will be arranged.

Sync-up with leadership: If you clear the first round of interviews, you will sync up with the founder. This will be an opportunity for you to understand the high-level perspective of our company and for us to understand if you’re a cultural fit for the company.

Offer: If all goes well, we’ll offer you the job and begin onboarding!

RetainIQ welcomes diversity and is proud to be an equal opportunity employer. Individuals are encouraged to apply regardless of gender, caste, sexuality, age, or background