Account Manager, Customer Success

Darwinbox is Asia's fastest-growing HR technology platform, designing the future of work by building the world's best HR tech, driven by a fierce focus on employee experience and customer success, and continuous, iterative innovation.

We are the preferred choice of 1000+ global enterprises to manage their 4 million+ employees across 130+ countries. Darwinbox's new-age HCM suite competes with local as well as global players in the enterprise technology space (such as SAP, Oracle, and Workday).

The firm has acquired notable customers ranging from large conglomerates to unicorn start-ups: Nivea, Starbucks, DLF, JSW, Adani Group, Crisil, CRED, Vedanta, Mahindra, Glenmark, Gokongwei Group, Mitra Adiperkasa, EFS Facilities Management, VNG Corporation, and many more.

Our vision of building a world-class product company from Asia is backed by marquee global investors like Microsoft, Salesforce, Sequoia Capital, TCV, KKR, and Partners Group.

About The Role

We are seeking a Customer Success professional to play a critical role in driving the strategic success and transformation of HR systems. You will serve as a bridge between business needs and technology, leveraging your expertise to drive impactful outcomes in workforce management.

You will focus on improving customer engagement, product adoption, and ensuring long-term partnerships, while also identifying cross-sell and upsell opportunities to maximize customer value.

Key Responsibilities

• Optimize Customer Success Processes: Leverage innovative tools and technologies to enhance the efficiency and effectiveness of customer success processes, driving improved outcomes for customers.
• Customer Advocacy & Engagement: Curate compelling case studies, testimonials, and references to highlight customer success stories and ensure continuous engagement.
• Boost Product Adoption: Develop and execute strategies to enhance product usage and adoption tailored to HR SaaS needs.
• Cross-sell and Upsell: Identify and pursue cross-sell and upsell opportunities to expand product usage within existing accounts, increasing customer lifetime value.
• Maximize Renewals: Drive strategies that maximize customer renewals and foster long-term partnerships by understanding customer needs and aligning solutions.
• Collaborate Across Teams: Work closely with sales, marketing, and product development teams to ensure a seamless customer experience and a unified product roadmap.
• Client Relationship Management: Build and maintain trusted relationships with key stakeholders, using client feedback to influence product innovation and enhancements.

Qualifications

• Experience: Minimum 3+ years of experience in customer success or a similar role within the HR or HCM space, with a proven track record of driving customer outcomes and identifying cross-sell/upsell opportunities.
• Adaptability: Ability to thrive in a fast-paced, evolving environment while balancing strategic thinking and execution.
• Sales Acumen: Proven ability to identify and execute on cross-sell and upsell opportunities, contributing to increased revenue.
• Data-Driven: Ability to analyze and interpret customer success metrics, making informed decisions that drive results.
• Stakeholder Management: Experience in building and maintaining relationships with key stakeholders, both internally and externally.