About the Company and Opportunity
At Konnect Insights, we are dedicated to transforming customer experience management through our cutting-edge omnichannel platform powered by social listening, analytics, and reporting.

Role Overview
We are looking for a Customer Success Associate / Senior Customer Success Associate to play a critical role in delivering a high-quality customer experience across our customer base. This role focuses on customer satisfaction, issue resolution, product adoption, and account health, ensuring customers consistently derive value from our platform. You will work closely with customers and internal teams—including Engineering, and the Growth CS team— to ensure seamless onboarding, effective usage, and timely resolution of concerns. While this role does not carry direct upsell or cross-sell targets, it is a foundational customer-facing position that strongly influences retention, expansion readiness, and long-term customer success.

Key Responsibilities

Customer Experience & Engagement
Act as a primary point of contact for customers post-onboarding, ensuring smooth ongoing engagement. Build robust, trust-based relationships with customer stakeholders through consistent communication and responsiveness. Ensure customers understand product capabilities and best practices for effective usage.

Onboarding & Product Adoption

Conduct onboarding sessions, training,



and product walkthroughs to enable successful adoption. Support customers during initial implementation and early usage phases. Proactively monitor usage patterns and identify adoption gaps or potential risks.

Issue Resolution & Coordination
Own customer queries and issues end-to-end, ensuring timely resolution and clear communication. Collaborate closely with Engineering team to diagnose and resolve technical or functional issues. Track issues, follow up proactively, and ensure closure with customer confirmation.

Cross-Functional Collaboration

Work closely with the Growth / Expansion CS team by sharing customer context, insights, and signals that may support upsell or cross-sell conversations (without direct revenue ownership). Contribute customer feedback to internal teams to help improve product, processes, and documentation.

What You’ll Bring
1–4 years of experience in Customer Success / Account Management in SaaS or Enterprise Tech.
Proven track record of driving retention and expansion Prior exposure to CX, CRM, or MarTech SaaS platforms preferred.
Experience managing enterprise-level clients and leading small teams.
Strong communication and stakeholder management skills (C-level engagement).
Analytical mindset with ability to interpret data and influence decisions.
Tools: Familiarity with Gainsight, HubSpot, Salesforce, Zendesk, or similar

📌 Customer Success Associate (Mumbai)
🏢 Prudence Analytics Software Solutions
📍 Mumbai