Customer & Success Manager / Full Time / Hybrid

Job Title: Customer Success Manager Location: India - Bangalore - Hybrid Full-time Position At Swym, we're helping to shape the future of how customers shop online, and we are doing it in a big way. Our innovative solutions enable e-commerce brands to create a seamless, engaging shopping experience for their customers. We are looking for Customer Success Managers who are passionate about onboarding Enterprise customers quickly and efficiently, and ensuring they get the most value from our products. If the opportunity to work directly with thousands of merchants around the globe and help them craft a better shopping experience for their customers gets you excited, this might be just the role for you. Project manage app implementations for Enterprise customers Personalize the onboarding experience in line with the customers' objectives Opportunistically onboard, consult and demonstrate value for Non-Enterprise customers too Maintain a predictable engagement cadence and ensure every touchpoint with the customer has solid value to deliver, backed by data Relay product-related feedback and insights proactively to the PLG and Marketing teams Swear by Data-led plans of action: Dive deep into merchant health data, to familiarize with the patterns of app performance on your merchants' ecommerce sites Based on merchant health signals, draw up appropriate engagement / mitigation strategies to maximize value for your customers and control churn Help us reach for the stars by setting audacious value maximization targets Ensure SOPs and coverage of context is followed by the Sales team during account handovers Ensure every customer in your portfolio has their customer contracts made accessible on the CRM Collaborate seamlessly with our product, support, marketing, sales & agency partner teams Help Sales preempt renewal conversations and make expansion forecasting predictable A Bachelor's degree in Business Administration or Engineering - An MBA You're our hero • 3-5 years of battle-tested experience in Customer-facing roles - Preferably in Customer Success or Customer Support. • Strictly no more than 5-6 years of overall work experience • Experience in Shopify or in Ecommerce is a must • Tech-savvy - You've got a knack for CRM systems (HubSpot) and an affinity for web technologies such as Basic HTML, CSS and JS. • Genuinely happy about helping people - Seriously, if we could only name one trait that defined success in this role, this would be it. • A relationship builder - You enjoy building long term relationships with customers to understand their business and help them succeed. • Excellent command of the English language (both spoken and written) and the skill to tactfully handle difficult conversations is a must. • Data-driven - You know to analyze and interpret data, and making decisions in that manner is second nature to you. • Organized - You will work with many customers and on many exciting projects, and you should be able to prioritize and manage time and resources for huge projects • Strategically minded - You're excited about building a better customer experience from the start by giving feedback on both process and product • We're a close-knit crew that never forgot our scrappy startup roots. Our DNA is built on teamwork, personal growth, and striking the perfect work-life balance. Our data-driven culture is all about making our customers the heroes of their own stories.

Time Off : Enjoy 20 days of PTO, 10 sick days, 12 wellness leaves, and 10 fixed holidays. Competitive Compensation : Competitive pay and stock options are available for all. We've got your health covered, including fitness classes for your well-being. Employee Wellness & Assistance Program : We've got you covered with professional counseling services, because we all need a little help sometimes. Round 2 - Panel Call 1 - Introductory Call - 30 minutes • Round 4 - Panel Call 2 - 45 minutes • Round 5 - Panel Call 3 - 45 minutes • Round 6 - HR Call - 45 minutes

The Customer Success role isn't just a job; If you're ready to seize the opportunity of a lifetime and help shape the future of e-commerce, this is your moment!