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Job Summary
Outmarch is a fast-growing retail startup searching for flexible go-getters who welcome the challenge of meeting the needs of a growing business. We’re specifically looking for a customer success specialist who will roll up their sleeves and lead a team from inside the trenches.

As a key member of our leadership team, you will help craft the company’s customer success strategies, building strong relationships with customers and collaborating with cross-functional leaders internally to deliver consistently excellent customer experiences. Our ideal candidate is passionate about using analytical skills to identify problems, find solutions, and improve relationships.

Objectives of this Role:

- Own overall relationship with assigned clients, which includes managing on-boarding, implementation, training, increasing adoption, ensuring retention, and high levels of customer satisfaction.
- Establish a trusted and strategic advisor relationship to help drive continued value of our products and services.
- Maintain and develop customer success strategies and best practices, as well as customer support content.
- Communicate effectively with both internal and external senior-level management to understand customer needs, maximize retention and growth, and communicate learning.
- Maintain existing customer success metrics and data as directed.

Responsibilities: Owns the overall relationship with customers.

- Builds relationships with customers to become a trusted advisor, oversee adoption of Outmarch products and services, and continually promote best practices.
- Accelerate the contract renewal process and ensure customer satisfaction.
- Manage customer onboarding process.
- Own the quality of product and provide feedback to the development team.
- Build test plans to ensure product test coverage.
- Help troubleshoot product issues.
- Create and update Customer Success Playbooks.
- Actively monitor implementation success, identify areas for improvement,



and strategize with leadership and cross functional teams advocating for the customer.
- Accurately maintain a forecast of renewals and a dashboard of customer status.
- Answers, evaluates and prioritizes incoming telephone & email requests.
- Resolve conflicts and provide solutions to customers promptly.
- Assist in driving cross-departmental resolution handling to prevent larger issues.
- Collaborates with sales staff to ensure growth attainment and increased footprint.
- Work with marketing and sales staff to gather data elements for sales enablement content.

Qualifications:

- Bachelor’s degree
- 1+ years prior experience in renewals, account management, customer success, or another client-facing role in a software company, preferably Software as a Service (SaaS)`
- Strong oral and written communication skills.
- Strong leadership skills
- Ability to handle a heavy workload and multiple projects with frequent interruptions.
- Prior experience communicating and strategizing with stakeholder level primary contacts.
- Must be comfortable working in a fast-growing startup SaaS workplace.
- Experience working with cross-functional teams (e.g. Sales, Engineering, Marketing, Services)
- Strong attention to detail and time management

Why you should apply: A great team-oriented environment.

- The freedom to be creative and make a difference.
- As a key member of the team, you will directly help shape the future of retail solutions.
- You will be surrounded by passionate entrepreneurs who have lots of experience in solving real-world problems! We’re a small, tight-knit team doing big things.
- We value the curiosity to learn more, and the ability to solve hard problems. We reward innovation, creativity, initiative, and teamwork

Job Type: Full-time

Pay: Up to ₹450,000.00 per year

Application Question(s):

- This is an in-office role based in Nal Stop, Karve Nagar, Pune. Are you willing to commute to the office ? We work 5 days a week - Monday to Friday.

Experience:

- customer success: 1 year (Required)
- B2B: 1 year (Required)

Location:

- Pune, Maharashtra (Required)

Work Location: In person

Apply on Kit Job: kitjob.in/job/45kg5w

📌 Customer Success Associate (India)
🏢 Outmarch
📍 India