Senior Customer Success Manager (Remote)

Availability: 7:30 PM - 4:30 AM IST

About SponsorCloud:

SponsorCloud is a technology company offering an all-in-one suite of solutions for fund managers and real estate sponsors. Our core products and services include:
• SyndicationPro – Investment management software and investor portal
• SponsorDocs – Syndication legal documents and resources
• SponsorNetwork – Networking platform for fund managers and deal sponsors
• SponsorAdmin – Fund administration and tax compliance services

About the Role:

This is a high-impact opportunity to accelerate your career in customer experience. Our fast-growing fintech product has expanded 10x in the past year, with continued growth expected. The leadership team is investing heavily in technology and talent, providing ample opportunities for career advancement, including leadership roles.

Key Responsibilities:
• Onboard new clients and drive product adoption.
• Proactively engage with customers throughout their lifecycle to ensure seamless product experiences.
• Manage the top 100 customer base with VIP support and focus on churn prevention.
• Lead knowledge management initiatives to enhance internal and customer-facing resources.
• Identify at-risk customers, analyze challenges, and implement strategies to improve retention.
• Conduct targeted training sessions and webinars to bridge product knowledge gaps.
• Keep customers informed about new product releases and ensure effective adoption.
• Gather customer feedback to enhance the platform and collaborate with development teams.
• Develop an account expansion pipeline to maximize customer lifetime value.
• Drive customer marketing initiatives to strengthen engagement and advocacy.

Qualifications & Skills:
• 4–6 years of experience in US-based customer success roles (preferred).
• Experience in subscription-based SaaS is highly desirable.
• Strong communication and relationship management skills.
• Technical proficiency to understand and support product usage.
• Experience with HubSpot is an added advantage.
• Strong organizational skills and accountability.
• Ability to understand customer concerns and troubleshoot effectively.
• Quick learning ability to adapt to product updates.
• Flexibility to work in shifts.