Position Overview: Customer Success Senior Manager
Department: Customer Success
Type of Employment: Full Time
Location: Gurugram
Position Overview:
Overview: Build strong relationships with customers and ensure they are optimizing a product or service to
receive the highest ROI. Candidates need to know/understand the ins and outs of product and service to
properly educate customers and communicate effectively with a variety of personalities and technical
backgrounds. A Customer Success Manager plays a major role in hiring, training and mentoring customer success
teams and takes the charge of implementing policies with the internal team to establish a level of quality
customer success.
Key Roles & Responsibilities
• Manage Customer Success team, enabling them to achieve/exceed their KRA/KPI.
• Manage customer and partner activity, risks and growth opportunities, submit accurate forecasts to
management periodically.
• Identify and forecast expansion opportunities and partner with sales to successfully close such opportunities.
• Act as the voice of the customer internally; as the steward of the customer relationship, work cross-
functionally with Marketing, Sales, Product, and Engineering to ensure a consistent and strong customer
message is embedded in processes.
• Liaise with technical support, accounting and other areas of the business to ensure customer satisfaction.
• Achieve/exceed target KPIs including but not limited to renewal %, upsell %, monthly active usage, and NPS.
• Work closely with the team & keep them motivated & passionate towards work.
• Travel with a team on client sides to review client health and feedback.
Eligibility Criteria:
• Should be extremely comfortable in the fast-paced, high-growth startup environment
• Proficient with reporting tools and web analytics.
• Degree in Computer Science/IT ([Link]/B.E/BCA/MCA).
• Post-Graduation (MBA/ PGDM) preferred.
• 4+ years of relevant working experience required preferably in digital marketing /education domain/SaaS-
based organizations.
About Meritto:
Meritto (Formerly NoPaperForms) is India's largest and most advanced SaaS-based Enrolment
Automation Platform on a mission to empower the education ecosystem by building the “Digital
Backbone of Education Institutions”.
We are one of the fastest-growing organizations in the B2B SaaS education technology sector. A
vertically focused platform, Meritto, today is the de-facto choice for anyone in education looking to scale,
be it K-12 or Preschools, Higher Education to Online Degree Programmes, Coaching& Training Institutes
to EdTech, Study Abroad Consultants to Leading Exams & Assessments. Our culture is egalitarian,
challenging, and meritocratic. In the last 6 years of our journey, we have made two acquisitions and
currently have two product lines:
1. Unified Enrolment SaaS
● Meritto (Formerly NoPaperForms): Comprehensive Enrolment Automation Platform
enabling educational organizations to Attract, Engage, and Grow their enrolments
2. Unified Payment Stack
● Collexo: Collexo brings together everything you need to make your Fee Collection Easier,
Faster, and Secure
Meritto is one of the most highly awarded startups, winning the likes of:
● Deloitte Technology Fast 50 (ranked as 15th fastest growing tech company in India)
● NASSCOM Emerge 50 (category: SaaS)
● HolonIQ India & South Asia EdTech 100
● IDA Startup of the Year
● Entrepreneur Awards (Sustainable Startup of the Year)
