Customer Success Manager

Wobot AI


Date: 4 weeks ago
City: Delhi, Delhi
Contract type: Full time
Key Responsibilities

  • Partner Enablement and Onboarding:
  • Develop and deliver a comprehensive onboarding program for new partners, focusing on product knowledge, success methodologies, and support processes.
  • Create and maintain knowledge base and a rich library of enablement resources, including playbooks, training decks, best practice guides, dashboard walk throughs and certification programs for partners.
  • Conduct regular training sessions and webinars for partners on new features, success strategies, and industry trends.
  • Driving End-Customer Success (via Partners):
  • Analyze usage data and health scores across the partner's portfolio to provide them with actionable insights.
  • Serve as an escalation point for partners on customer issues, coordinating with internal Support, Product, and Engineering teams to ensure timely resolution.
  • Share best practices for value realization, ensuring partners can effectively communicate the ROI of our platform to their customers.
  • Stay updated on customer success methodologies and industry advancements. Identify opportunities to optimize processes and enhance the customer journey.
  • Work on curated reports and custom reports for client analysis. Provide regular reports and updates to stakeholders.
  • Internal Collaboration & Advocacy:
  • Act as the "voice of the partner" within our organization, channelling critical feedback to the Product, Marketing, and Sales teams.
  • Collaborate closely with the Channel Sales team to ensure a seamless handover from pre-sales to post-sales.
  • Work with marketing to develop co-branded case studies, testimonials, and other assets that highlight partner and end-customer success.

Must-Haves

Qualifications & Skills

  • Bachelor's degree in Business, Technology, or a related field.
  • 2-3 years of experience in Customer Success, Account Management, or a similar client-facing role within a B2B SaaS company.
  • Proven experience working directly with US-based customers or partners. A deep understanding of US business culture and communication etiquette is essential.
  • Exceptional communication (written and verbal) and presentation skills in English.
  • Strong analytical and problem-solving skills, with the ability to use data to drive strategic decisions.
  • A "player-coach" mentality â able to think strategically but also roll up your sleeves to get things done.
  • Willingness and ability to work flexible hours to ensure significant overlap with US time zones.
  • Ability to use AI tools to build automations/generate productivity gains

Nice-to-Haves

  • Direct experience building a partner success program or playbook from the ground up.
  • Experience in a partner-facing or channel management role (e.g., Partner Success, Channel Account Manager) with understanding of the dynamics of an indirect sales and support model.
  • Proficiency with CRM software (e.g., Zoho) and Customer Success platforms.
  • Experience working in a remote, globally distributed team.

What We Offer

  • A competitive salary and performance-based incentives.
  • Comprehensive health insurance for you and your family.
  • Flexible remote work policy and a healthy work-life balance.
  • A significant opportunity for professional growth and to build a critical function from the ground up.
  • A budget for professional development, courses, and certifications.
  • Attractive equity options across all levels.
  • Fun company retreats
  • Personal growth and community welfare hours.
  • A vibrant, inclusive, and collaborative company culture where your voice is heard and valued.

How We Work

  • We use Microsoft Teams for daily communication, including standups and team meetings.
  • Our culture values open discussion, ownership, and a founder mindset.
  • We prioritize exceptional design, UI/UX, thorough documentation, detailed to-do lists, and data-driven decision-making.
  • Team bonding is fostered through bi-monthly townhalls, destressing sessions with a certified healer, and annual company retreats.
  • Wobot is an Equal Opportunity Employer.

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