Customer Service

Customer Success Representative

Bengaluru, KA   |   Full time

PurpleRain is a US-headquartered 8+ year old close-knit, fully distributed bootstrapped and profitable product startup with a 50+ rock star team members who enjoy the challenge of solving hard problems together with inc 500 clients globally through our B2B SaaS products.

We are a hybrid remote company, with in house teams in Bangalore, London and remote teams globally in 20+ countries where each employee works from home or a co-working space.

Even though we're far away, we're in contact throughout the day in Slack, Basecamp and Zoom.

We encourage continual education through weekly lunch and learns and taking courses to keep us ahead of the latest advancements with yearly retreats.

What will you be doing? 

  • Proactively on-board all new paying customers and deeply understand their needs in order to best align our software to their goals. Onboarding may include in-person product trainings when and if needed
  • Increase customer retention by conducting regular check-in meetings, and perform quarterly checks for reviews
  • Collaborate with our Product, Engineering, and Customer Support team as necessary to resolve technical bugs and issues
  • Work alongside with our Sales team to identify up-sell opportunities
  • Track accounts to identify churn risk and work proactively to eliminate the risk.
  • Maintain a deep understanding of the product and speak with customers about the most relevant features/functionality for their specific business needs.

What is expected of you?

  • Define and execute our Customer Success strategy as we scale globally. 

  • Be responsible for churn and expansion numbers 

  • Quantitatively, you will obsess over things like churn, time to first value, and net promoter score 

  • Be responsible for designing automation, systems and reporting for all of the above 

  • You will have total mastery of our product, helping users wherever they need it: email, forums, Twitter, Facebook, live chat, etc. using Zendesk and Intercom. 

  • Establish performance metrics and seek continuous improvement; own all bulk communication with our customers. 

  • Build and maintain relationships with Development, Product and Marketing to improve the product experience. 

  • Create documentation as well as incorporate new functionality best practices. 

  • Recruit, manage, develop and lead our highly collaborative and customer-focused team. 

  • Track all customer requests and trending product issues 

  • Take the lead on responding to weekend tickets 

  • Helping out with new customer on-boarding tour 

  • Attending occasional industry conferences to represent PurpleRain 

  • Assisting in the Customer Support Queue 

  • Maintain a detailed understanding of our ever-evolving product, speak with customers about the most relevant features/functionality for their specific business needs, and proactively share best practices 

  • Understand customers' goals, train customers, and help them create a plan to accomplish goals with Zoom-forth

  • Help customers with their requests, emails, and calls in our support system (Intercom), and coordinate with the development team on support cases 

  • Gather, input and analyze customer account data from a variety of sources to help us better understand our customers’ use of the platform 

  • Provide feedback to the rest of the organization from your front line view 

  • Create short customer training videos, write help centre/ how-to support articles as needed 

  • Most of all, as our Customer Success Champion you’ll relish in every opportunity to inspire, delight, and exceed our customer's expectations. So much so that they share their experience with others! 

Essential Requirements:

  • Able to approach success from the customer’s point of view 

  • Previous Customer Success experience in a SaaS Product 

  • Exceptional organization skill; you're used to working with multiple systems and juggling multiple priorities 

  • Problem-solving ability; you know when something is urgent when to pick up the phone, when you can fix something and when and how to ask for help 

  • Excellent communication and interpersonal skills 

  • Strong organization, and time management skills 

  • You may be in a similar role, in a big team for a large technology company, or maybe you’re part of a handful of support administrators in a startup. Perhaps you’re from a totally different environment, but what is consistent is your passion, commitment, pride and enthusiasm for supporting customer needs. 

We'd love it if:

  • You hold a Bachelor's degree or equivalent, but not essential 

  • You are familiar with some or all of the following: Intercom, SalesForce, G-Suite, Slack, Asana, Basecamp, ProductBoard, Microsoft Excel 

  • You have experience with CSS 

  • You like writing and editing blog posts, tutorials and documentation 

So what can you expect after you apply? You will: 

  • Take a brief survey. Be sure to check your email after you apply. 

  • Have a phone conversation with someone on our Recruiting team. This is a high-level conversation about you, but also a good opportunity for you to learn more about us. 

  • Meet with our Engineering team. This will be an opportunity for us to get an idea of how you got to where you are, and if where you want to go lines up with where we are going. 

  • Provide us with some references. 

  • Speak with a member of our senior leadership team. If you have made it this far, just be yourself, and everything will be fine. 

Our Core Values 

  • We lead with empathy: We believe kindness and empathy lead to effective communication. We assume good intentions and seek mutual understanding from our teammates, customers, and users. 

  • We lean into vulnerability: We are not afraid to ask for help or give and receive feedback. We build off our failures and don’t shy away from tough conversations. 

  • We rise above the status quo: The status quo leads to pain for the people we serve, our communities, and our clients. We do our best to rise above the status quo, and to do things that no one else are doing. On an individual level, we strive to improve ourselves and always be learning. 

  • We match grit with wit: We're creative and resourceful. We find solutions to every problem 

...and to further support you, we offer: 

  • Excellent health, vision and dental benefits 

  • talented, young and motivated team 

  • 2x year all-company in-person retreats (fully paid for by us of course) 

  • work with a fun team on a product that customers love 

  • Share in our organization-wise personal development benefits and leave entitlements 

  • Monthly perks reimbursement for Netflix/Amazon Prime 

  • Monthly wellness reimbursement 

  • Flexible work schedule with work-from-home options 

  • A comprehensive tech setup.

Submit Your Application

You have successfully applied
  • You have errors in applying
Cover Letter