How to Apply

Send an email to [email protected] (cc [email protected]) with the subject as “Apply for Customer Success Lead Position”. Attach your resume and include an introduction about yourself in the email.

Short Summary

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Skills: Excellent communication, good with software products

Experience: 2+ years of experience at a SaaS company

Office location: Gurgaon, at Patina tower, near Sikanderpur metro station, DLF Phase 1

Company website: https://www.sumtracker.com

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About the company

Sumtracker is a fast-growing SaaS startup revolutionising inventory management for e-commerce businesses worldwide. Founded by IIT Delhi alumni Ankit and Kush in 2022, we support a global client base across the US, UK and Australia.

We're building the future of inventory management - from real-time stock sync across channels to AI-powered forecasting and intelligent automation. Join us as we make a real difference in the lives of online sellers!

About the Role

We are looking for a driven and customer-focused professional to join our team and take ownership of the complete customer journey - from first conversation to long-term success.

This is a full-cycle role where you'll be responsible for converting new signups into paying customers, onboarding them onto the platform, and ensuring they get maximum value from Sumtracker. You'll work closely with the product team to improve the product based on real customer feedback.

If you enjoy wearing multiple hats, talking to customers, and building relationships, this role is for you.

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Responsibilities

This is a high-ownership individual contributor role

• Answering support tickets: As a customer success person, your primary responsibility is to provide support, answer customer questions and resolve issues via chat, email, and calls
• Convert new signups: Engage with trial users through email, chat, and video calls. Conduct product demos and convert them into paying customers
• Onboard customers: Guide new customers through setup and ensure they're using the product effectively
• Provide support: Answer customer questions and resolve issues via chat, email, and calls.
• Gather feedback: Collect customer feedback, identify pain points, and coordinate with the product team to drive improvements
• Product improvements: Gather and organise bugs, improvement proposals and feature requests and coordinate with the product team to get those implemented
• Build automated workflows: Identify repetitive processes across customer touchpoints and develop automated workflows to improve efficiency and scale customer success operations
• Drive growth: Take full ownership of retention, expansion, and customer satisfaction metrics - proactively identifying opportunities to grow accounts and improve outcomes
• Proactive Customer Success: Proactively engage with clients, build strong relationships, and ensure they have an exceptional experience with our product </aside>

Qualifications

• Proven Experience: 2+ years of experience at a SaaS company
• Excellent Communication: Exceptional oral and written communication skills with the ability to clearly explain technical concepts
• Customer-Centric Approach: A genuine passion for helping customers succeed and a strong commitment to providing outstanding service
• Ownership-Driven: Ability to work independently, take initiative, and manage multiple tasks effectively

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Why should you join us?

• Competitive compensation: Attractive salary with annual increments
• Growth opportunities: Take on a pivotal role with full ownership, accelerating your career
• Global exposure: Work with customers across the US, UK, Australia, and more
• Cutting-edge work: Solve real problems using AI and modern tools </aside>

Work Policy