Customer Success Manager (CSM)
Location
Bangalore | India
Job description
About Bureau
A seemingly-clever fake merchant on a social commerce platform has figured out how to game the system. They buy names, phone numbers, email addresses, and postal addresses of 1000 people off the dark web and create fake orders in their names - choosing 'Cash on Delivery as the payment mode.
The social commerce platform ships the 1000 packages, and while 100 users are hoodwinked into paying for something they did not order, 900 orders are returned to the origin. This causes both reputational and financial damage to the platform. With Bureau's help, this platform gets to end the RTO ( Return to Origin) fraud - that's just one of the kinds of fraud we help companies fight.
Whether it's Collusion, Fraud Rings, Promo Abuse, Chargeback, Account Takeover, or Sim Swap frauds - the Bureau's squad of Fraud Fighters is there to help Product and Growth teams across the globe.
If you read the above paragraphs and found them intriguing, please consider joining us on this journey. We help businesses and their customers feel safe and secure while transacting across the Internet. This is day zero; we have much more to build and sell.
More information on
What to expect from the role As a Customer Success Manager (CSM), you are responsible for taking complete ownership of your portfolio of accounts, nurturing relationships with our customers, and helping them go live faster and realise value from their investment while helping us maintain a high customer satisfaction and retention rate.
What will your day look like at Bureau - Responsible for Bureau's book of business, driving a high gross retention rate and minimizing churn.
- Get involved in the entire customer lifecycle from onboarding through the duration of their subscription period.
- Be the single point of contact for your customers, proactively engaging with the customers and keeping the internal stakeholders updated about the account health and business updates
- Work with the Support and Implementation team to ensure customers go live faster and resolve their issues promptly. Keep the customer and internal stakeholders in the loop about the progress.
- Build value-based relationships with customers and create Bureau champions, maintaining high Customer Satisfaction (CSAT) and Net Promoter (NPS) ratings.
- Identify and Process Success milestones for the customers
- Conduct Strategic Business Reviews (EBRs and QBRs) to understand customer lifecycle milestones, communicate the value of our product, and showcase ROI
- Drive product adoption and share continuous feedback to the Product and Engineering team on improving our product and documentation for a better customer experience
- Provide thought leadership throughout the engagement on our suite of services, including fraud prevention, identity verification, financial security, and risk orchestration, and drive desired customer outcomes through a consultative approach.
- Work with the Growth team on upsells and cross-sells
- Facilitate inter-departmental escalations to handle customer escalations and requirements, tracking them to closure.
- Review customer insights to identify potential retention risks or expansion opportunities.
- Maintain data hygiene by regularly updating the CRM to track and optimize handoffs across the customer journey.
- Work with the marketing team to execute customer surveys, case studies, etc.
- Optimise existing processes within the company and actively enhance all Customer Success initiatives.
- Drive customer advocacy through reviews, testimonials, customer meetups, etc.
What does it take to be in this role - Experience with Customer Success Management, Account Management, Customer Support, or Implementation (Onboarding).
- Strong business acumen is required to translate customer business use case(s) into Bureau product offerings.
- Excellent written and verbal communication skills are a must.
- Basic understanding of APIs, SDKs, and their integration
- The ideal candidate is a hands-on and results-oriented person with solid communication, relationship-building, and problem-solving skills.
- People skills. Since you will be the face of Bureau for our customers
- A passion for learning and thriving in the chaotic early-stage startup environment - we are always learning something new every day and growing fast - you'll be building the org and growing with us.
Good to Haves - An educational background in engineering
- Strong understanding of APIs, SDKs, and their integration
- Freshdesk/SFDC/Hubspot - Basics & Navigation
- Prior experience in any of these domains: Banking and financial services, lending, risk management, compliance, identity verification, financial security
Location: Bengaluru
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