Customer Success Lead - F&B Tech

Job Title: Customer Success Lead Location: Pune Experience: 3-10 Years About SoAir At So-Air, we’re revolutionizing how food and beverage businesses monitor and optimize their resources. By leveraging cutting-edge technology, like purpose-built cameras, machine vision and agentic workflows (LLMs), we empower our clients to make data-driven decisions that enhance sustainability, efficiency, and profitability. We’re looking for a fresher Data Science Engineer to join our growing team. In this role, you will work at the intersection of data science and engineering, developing innovative solutions to help businesses unlock the full potential of their operational data. Job Summary We are seeking a dynamic, results-driven Customer Success Manager to join our team. This unique role blends technical pre-sales expertise with a passion for customer success, ensuring that our prospects receive an exceptional introduction to SoAir’s solutions and that our customers continue to derive maximum value from our offerings. The ideal candidate will have a strong background in both pre-sales and customer success, with excellent communication skills and the ability to bridge technical concepts with business benefits. Key ResponsibilitiesCustomer Success

• Onboarding & Adoption: Lead customer onboarding initiatives, ensuring a smooth transition and quick adoption of SoAir solutions.
• Relationship Management: Develop and maintain strong, long-lasting relationships with clients, acting as their trusted advisor.
• Proactive Support: Monitor customer health metrics, usage patterns, and satisfaction levels to preemptively address issues and optimize the customer experience.
• Business Reviews: Conduct regular check-ins and quarterly business reviews (QBRs) to assess performance, gather feedback, and identify opportunities for growth and upselling.
• Feedback Loop: Serve as a key conduit between customers and internal teams, relaying insights that drive continuous product and service improvements.

• Team Coordination: Work closely with Sales, Engineering, Product, and Support teams to ensure a seamless customer journey from pre-sales through post-sale success.
• Strategy Development: Contribute to strategic discussions on product enhancements, market positioning, and customer engagement tactics based on frontline insights.
• Thought Leadership: Represent SoAir at industry events, webinars, and client meetings, establishing credibility and strengthening our market presence.

• Experience: 3-10 years in a pre-sales, customer success, or related role in F&B businnesses
• Customer-Centric: Proven track record of managing customer relationships, driving adoption, and ensuring high levels of customer satisfaction.
• Communication Skills: Excellent verbal and written communication skills with the ability to present complex information clearly and persuasively to both technical and non-technical audiences.
• Collaborative Mindset: Demonstrated ability to work effectively in cross-functional teams and manage multiple stakeholder relationships.
• Analytical Abilities: Strong problem-solving skills and the ability to analyze data to make informed decisions that enhance customer outcomes.
• Tools & Technologies: Familiarity with CRM systems (e.g., Salesforce, HubSpot) and customer success platforms. Proficiency with presentation tools and technical documentation.

• Required: Bachelor’s degree hospitality
• Preferred: Master’s degree or equivalent experience is a plus.