Sphera India is looking for an Associate Customer Success Manager to play a key role in our customer-centric team. You will support customers throughout their lifecycle with our SaaS platform, ensuring they achieve their desired outcomes. This entry-level role is ideal for someone who is proactive, relationship-driven, and eager to grow in the SaaS industry.
What You'll Do
- Assist in developing onboarding plans, timelines, and success criteria for new clients.
- Educate customers on product features, updates, and use cases to drive adoption.
- Build strong, trusted relationships with customers through regular check-ins and proactive communication.
- Act as a point of contact for low- to mid-tier accounts, helping them navigate the platform and resolve questions.
- Monitor customer health scores and identify opportunities to improve satisfaction and engagement.
- Collaborate with Support, Product, and Engineering teams to ensure timely resolution of customer issues.
- Escalate product bugs or feature requests and follow up to communicate outcomes to customers.
- Track customer activity and adoption metrics using CRM/CSP tools.
- Assist with customer business reviews and preparation of performance reports.
- Identify patterns in customer behavior and surface insights to improve processes.
- Contribute to renewal activities by ensuring customers achieve their desired outcomes.
- Identify expansion opportunities and collaborate with Sales on cross-sell or upsell motions.
What We're Looking For
- 2–5 years of experience in Customer Success, Account Management, Support, or a related customer-facing role.
- Strong communication and interpersonal skills; ability to build rapport with diverse customers.
- Passion for technology and willingness to learn SaaS products deeply.
- Problem-solving mindset with the ability to manage multiple tasks and priorities.
- Experience with CRM or CSP tools such as Salesforce.
- Bachelor’s degree or equivalent experience.
Nice to Have
- Experience preferably in SaaS.
Technical Stack
- Salesforce
- Gainsight
- HubSpot
Work Mode
This is a remote position.
Sphera is proud to be an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all colleagues.
