Customer Success Manager

At Intract, founded by visionary IIT Delhi alumni and backed by top-tier global VCs, we're redefining the user acquisition landscape for all digital companies, through our innovative B2B2C approach which serves 1,000,000+ users. Role Description This is a full-time on-site role for a Customer Success Manager located in Gurugram. We are seeking an experienced Customer Success Manager with a strong background in handling technical product queries and providing empathetic post-agreement support. Experience with SaaS and Web3 technology is a plus. As a Customer Success Manager, you will play a crucial role in ensuring partner satisfaction by onboarding them, analyzing data and making necessary recommendations. You will retain partners by building strong relationships and providing excellent support. Responsibilities:

• Develop and nurture relationships with clients.
• Serve as the primary point of contact for client inquiries, issues, and escalations related to Web3 solutions.
• Understand clients' goals, challenges, and specific use cases within the Web3 ecosystem, and work collaboratively to address them using our products or services.
• Facilitate smooth onboarding processes for new clients, providing guidance on product usage and best practices in the context of Web3.
• Proactively engage with clients to ensure they are deriving maximum value from our solutions, and provide ongoing support and training as needed.
• Conduct regular business reviews and check-ins with clients to assess satisfaction levels, gather feedback, and identify opportunities for improvement or expansion.
• Collaborate closely with internal teams, including sales, product development, and technical support, to advocate for clients' needs and ensure timely resolution of issues.
• Stay informed about industry trends, developments, and best practices within the Web3 space to better serve our clients.

• Minimum of 2 year of direct experience working with Saas or Web3 technologies in a customer-facing role
• Proficiency in blockchain technology, cryptocurrencies, decentralized finance (DeFi), and related concepts is a plus
• Strong communication skills, both verbal and written, with the ability to explain technical concepts to non-technical audiences
• Excellent problem-solving abilities and a proactive approach to addressing client needs and challenges
• Ability to thrive in a fast-paced, startup environment and manage multiple priorities effectively
• Bachelor's degree in a relevant field preferred, or equivalent practical experience