Customer Success Specialist

About the company

We are no giants or avengers, we’re just a small team whose mission and vision is to help SMB marketers to navigate their marketing strategies with zero obstacles. We began by solving our marketing hiccups and now using our CustomerLabs Customer Data Platform, we ended up solving all SMB marketers' problems. Now, we are the official (marketing) wingmen for more than 1600 companies and we’ve learned and grown together in this journey. And we made sure, this environment lets the teamwork be relaxed, flexible, and with utmost freedom to jam ideas and thoughts with no inhibitions and hesitations.

Key Responsibilities

Account ownership

Own and manage all accounts in the CSM portfolio as the main strategic contact after onboarding.

Build trusted relationships with customer stakeholders, from marketing managers to business owners.

Cohorting and proactive outreach

Group accounts into cohorts by health, usage, revenue, lifecycle stage and risk signals.

Plan and run outreach for each cohort:based on the industry, campaign adoption and renewal conversations.

Churn management

Keep churn within 5% by spotting at-risk accounts early and running recovery plans.

Track leading indicators such as drops in event volume, destination errors, falling logins and billing issues, and act before an account churns.

Account health and quadrant movement

Move accounts up the account health quadrant, for example from low engagement or low value to high engagement and high value.

Set a clear success plan for each account, with milestones that move it to the next quadrant.

Revenue growth

Grow existing revenue by 5% quarter on quarter through upsells, cross-sells, plan upgrades and wider product adoption.

Find expansion opportunities and work with Sales to close them.

Analytics and reporting

Use data to understand account health, product usage and the value customers get from CustomerLabs.

Report on churn, net revenue retention (NRR), quadrant movement and cohort performance to leadership.

Customer communication

Write clear, professional emails for updates, escalations, renewals and business reviews.

Turn technical and data concepts into business outcomes that customers understand.

What We're Looking For

Strong analytical skills. You're comfortable with spreadsheets and dashboards, and ideally Analytical tools. You make decisions from data.

Experience with multiple CRMs such as HubSpot, Salesforce, Zoho, Freshsales or LeadSquared.

Good understanding of Meta Ads and Google Ads, including campaigns, conversion tracking, pixels, the Conversions API (CAPI) and audience targeting.

A record of managing churn and growing revenue in a SaaS or B2B setting.

Excellent written communication, especially email.

Strong ownership, the ability to prioritise across a large portfolio, and a customer-first mindset.

Nice to Have

Experience with a customer data platform (CDP), a marketing technology product or an analytics product.

Familiarity with ecommerce platforms such as Shopify or WooCommerce.

Experience working with customers in India, US,  Europe.

Success Metrics (KPIs)

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Metric

Target

Churn rate

≤ 5%

Existing revenue growth

+5% quarter on quarter

Account quadrant movement

Accounts moved to a higher health quadrant each quarter

Cohort outreach coverage

100% of the portfolio reached on cadence

Why CustomerLabs?

Welcome to the Average Kootam —  A place where you’re trusted to own your work, make decisions, learn from the experience, and keep moving forward. You’ll know what you’re working towards, have the freedom to grow into bigger responsibilities, and see the impact of what you do. Teams here don’t work in isolation Sales, Marketing, Design, Engineering, and others work closely, challenge ideas, and build better things together. And when we’re not building, we make time to learn, connect, have fun, and bring the whole Kootam together.

Wanna know more about us? Connect with us:

We're active on LinkedIn, Instagram talking about what we do at CustomerLabs.

Would you like to know our stories? Catch up on what we're up to on the LinkedIn page of our HR Team - Devarshini, Aswin, Kunguma! Take a sneak peek at our behind the scenes fun at our team-run Instagram page.

Want to bypass all this and get a coffee with us at our office? Let us know here!