Success Guide
Salesforce · Bangalore · 4+ yrs experience · Posted 2026-05-25
Tech stack: SQL
About the role
Overview of the Role: As our Digital CSM, you won't just manage accounts; you will build the engine that drives success for our entire "Tech Touch" segment. We are looking for a data-obsessed strategist who understands that the best way to help thousands of customers is through smart automation, insightful analytics, and a product-led growth mindset. You will bridge the gap between technical logic and business outcomes, ensuring our smaller-scale customers achieve "big-scale" results without needing a dedicated 1-on-1 manager. Responsibilities: ● Scaled Success Strategy: Design and execute "one-to-many" engagement programs (automated email sequences, in-app guides, and webinars) to drive product adoption. ● Data-Driven Health Monitoring: Build and monitor dashboards to track customer health scores. You’ll identify "at-risk" patterns before the customer even knows they have a problem. ● Customer Journey Mapping: Analyze the digital lifecycle to identify friction points and deploy automated interventions to increase retention and expansion. ● Segment Analytics: Use SQL or BI tools to segment the user base and deliver personalized content at scale. ● Feedback Loop: Act as the voice of the digital segment for Product and Engineering teams, translating bulk user data into actionable product features. Required Qualifications: ● B.E./B. Tech degree followed by an MBA/PGDM from a reputable institution. ● 3–4 years of professional experience, with at least 2 years in Customer Success, Account Management, or Growth Ops. ● Proven track record in a Digital/Tech-Touch or "Scaled" CSM model. ● High proficiency in Data Analytics (SQL, Excel/Sheets, or BI tools like Tableau/Power BI). ● Experience with CRM and CS platforms (e.g., Salesforce, Gainsight, ChurnZero, or HubSpot).
Qualifications
- B.E./B. Tech degree followed by an MBA/PGDM from a reputable institution.
- 3–4 years of professional experience, with at least 2 years in Customer Success, Account Management, or Growth Ops.
- Proven track record in a Digital/Tech-Touch or "Scaled" CSM model.
- High proficiency in Data Analytics (SQL, Excel/Sheets, or BI tools like Tableau/Power BI).
- Experience with CRM and CS platforms (e.g., Salesforce, Gainsight, ChurnZero, or HubSpot).
Responsibilities
- As our Digital CSM, you won't just manage accounts; you will build the engine that drives success for our entire "Tech Touch" segment.
- We are looking for a data-obsessed strategist who understands that the best way to help thousands of customers is through smart automation, insightful analytics, and a product-led growth mindset.
- You will bridge the gap between technical logic and business outcomes, ensuring our smaller-scale customers achieve "big-scale" results without needing a dedicated 1-on-1 manager.
- Scaled Success Strategy:
- Design and execute "one-to-many" engagement programs (automated email sequences, in-app guides, and webinars) to drive product adoption.
- Data-Driven Health Monitoring: Build and monitor dashboards to track customer health scores.
- You’ll identify "at-risk" patterns before the customer even knows they have a problem.
- Customer Journey Mapping:
- Analyze the digital lifecycle to identify friction points and deploy automated interventions to increase retention and expansion.
- Segment Analytics: Use SQL or BI tools to segment the user base and deliver personalized content at scale.
- Feedback Loop: Act as the voice of the digital segment for Product and Engineering teams, translating bulk user data into actionable product features.