Customer Success Executive

About KodeKloud:

KodeKloud is a fast-growing EdTech Startup in DevOps and Cloud Computing that provides a unique and innovative learning experience, with high-quality course content and hands-on labs to ensure an effective and fun way to obtain new skills in complex technologies. We are #4 on Strait’s Times’ List of Singapore’s Fastest Growing Companies in 2024. We love informal settings and ambitious goals, and are looking for people that vibe the same!

Position Overview:

We're on the lookout for a highly motivated and experienced Customer Success Executive (CSE) to join our growing team. The ideal candidate should have a background in high-performance B2B Edtech/SaaS Customer Success (2 years and above), be familiar with metrics such as engagement rate, GRR, NRR and passionate about DevOps and Cloud Computing. The CSE will play a crucial role in ensuring our clients derive maximum value from our products and services.

Responsibilities:

1. Ownership of CS process for assigned accounts:

• Responsible for Customer Engagement, Retention and overall assigned account success
• Guide new customers through a seamless onboarding process, ensuring long term engagement and identify expansion opportunities
• Conduct training sessions to familiarize customers with the effective use of our products and services.

2. Account Management:

• Cultivate and maintain strong, long-lasting relationships with key enterprise customers, especially in the U.S.
• Keep a hawk's eye on customer accounts, smoothing out any bumps in the journey.
• Collaborate with cross-functional teams to ensure customer needs are met.
• Promote high engagement and utility of licenses as indicators for renewals and expansions.

3. Customer Support:

• Stay on top of customer inquiries
• Team up with our support squad to solve problems

4. Product Knowledge and Feedback:

• Know our products inside out (in-house experts)
• Share customer insights with our tech wizards for constant improvement.

5. Renewals:

• Be fully responsible for the account renewal process and figures of assigned accounts.
• Monitor customer subscription renewals using Stripe and HubSpot, ensuring a high renewal rate.

6. Data Analysis:

• We’re looking for someone great with Data. Utilize various tools such as HubSpot, Metorik, Mixpanel to analyze customer data and trends.
• Generate reports and insights to inform decision-making and strategy.

7. Customer Advocacy:

• Manage customer relationships and align values throughout the customer journey

Qualifications:

• 2-5 years relevant experience, preferably as a Customer Success Executive in Edtech, SaaS (B2B). Experience from similar companies/product/space preferred.
• Must have a strong experience in handling US client.
• Must be US based.
• Experience with large enterprise accounts
• Familiarity with CRM tools such as HubSpot.
• Positive vibes, great communication skills, entrepreneurial and a problem solver
• Ability to work through challenges in a fast-paced environment.
• Results-driven with a passion for making customers grin.
• Ready to learn new tools and tech – we're all about growth.

How to Apply:

If you are passionate about customer success and meet the qualifications outlined above, we'd love to hear from you! Please submit your resume to Ananya.choudhary@kodekloud.com.

KodeKloud is an equal-opportunity employer, and we aim to develop our employees to be successful and move on to higher positions over time. If you see yourself in the following position, please do not hesitate to contact us as we would love to know more about you!

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