Customer Success

About Inkle

Inkle is a US tax & accounting software startup based in San Francisco and Bangalore. We exclusively serve US technology startups. We're on a mission to make accounting, tax and compliance easy, scalable, affordable and on-demand for US-registered companies - using software and human services. We are a team of passionate and creative individuals who believe in the power of technology to simplify complex processes.

About The Team And This Role

This is a new role reporting to the Customer Support Team Leader. As Inkle has expanded significantly, the business has become more complex: the organisation, customer expectations, customer satisfaction, product intricacies, and revenue growth. We need someone to focus on these aspects.

Responsibilities

Customer Interviews & Feedback

• Conduct structured interviews with customers to understand their goals, challenges, and gather feedback on the product.
• Document insights and relay them to relevant teams for product improvement and strategic planning
  
  

Expansion & Renewals

• Identify opportunities for upselling and renewals based on customer engagement and satisfaction.
• Engage customers proactively to support contract renewals and suggest value-added services.
  
  

Escalation Management

• Handle customer escalations by following defined protocols, ensuring issues are addressed promptly.
• Follow through on escalations with clear documentation and communication until resolution
• Anticipate potential issues, prevent support problems before they occur, and ensure timely and effective resolutions..
  
  

Metrics & CRM Oversight

• Monitor customer support metrics (e.g., satisfaction scores, resolution times) and CRM data to identify retention risks and growth opportunities.
• Maintain accurate and up‑to‑date information in the CRM for all customer interactions and outcomes.
  
  

Onboarding & Offboarding

• Lead onboarding sessions and product demonstrations for new clients to encourage effective platform usage.
• Coordinate offboarding procedures in a professional manner, ensuring a smooth transition.
  
  

Relationship Management

• Guide Customer Support Executives to build and nurture strong customer relationships through active engagement and communication.
• Manage, build and nurture relationships with Inkle’s service partners and customers’ external partners on Inkle’s other platforms like Inkle Practice and Inkle Practice Pro.
  
  

Internal Reporting & Insights

• Present customer usage data, satisfaction statistics, and growth insights to internal leadership.
• Use data to inform decision-making that enhances customer retention and success.
  
  

Data Analysis & Improvement

• Monitor engagement and usage metrics to identify trends and propose data-backed improvements for both product and customer experience.
  
  

Industry expertise

• Stay abreast of trends in accounting technology and client markets to offer relevant guidance and support.
  
  

Requirements

• 2-4 years of work experience, ideally at a US-focused B2B SaaS company - but this is not mandatory.
• Great at cultivating and maintaining relationships across cultures and different timezones.
• Very high attention to detail and ability to analyse processes/data.
• Proven ability to develop new distribution strategies and effectively communicate recommendations to executive management.
• Strong event organisation skills.
• Excellent written and verbal communication skills.
• Ability to work in a fast-paced environment with changing priorities.
  
  

Benefits

• Highly competitive salary
• Generous ESOP scheme
• Health insurance
• Relocation allowance
• Generous leave policy, including 10 days of WFH
  
  

Diversity Statement

We foster a dynamic, fast-paced and collaborative environment where everyone has a voice and the opportunity to make an impact. We are committed to diversity, inclusion and work-life balance.