Customer Success (Purulia)

Customer Success-MetalCloudCompany Vision:NowPurchase is transforming the $140B Metal Manufacturing industry. The metal industry forms the backbone of the economy and the fundamental block of the physical world—be it transportation, construction, or machinery. NowPurchase is a rich, digital marketplace where metal manufacturers (foundries + steel plants) can procure high-quality raw materials (scrap, pig iron, ferroalloys, additives, nodularisers) in a trusted manner.Our technology enables manufacturers to optimize processes, ensuring higher productivity and resilience. We currently serve 250+ factories nationwide and are expanding rapidly across India.Job DescriptionPosition: Customer SuccessExperience: 1–3 YearsLocation: Kolkata & PuneQualification: Bachelor’s degree in engineering, Business, or related fieldWorking Type: OfficeRole Description:We are hiring customer success executive to manage customer relationships post go-live—focusing on adoption, renewals, and upsell opportunities. They will act as the primary point of contact for customers, ensuring business value realization while contributing to account expansion.Key Responsibilities:1. Onboarding & Adoption
- Own implementation of the software at the factory
- Support go-live transitions and workflow alignment
- Conduct training across plant teams
- Drive consistent product adoption and best practices2. Customer Engagement, Renewals & Growth
- Manage customer relationships end-to-end
- Own renewals and retention targets
- Drive upsell/cross-sell opportunities
- Demonstrate ROI and business impact3. Monitoring & Retention
- Track adoption, usage, and customer health
- Identify churn risks and take corrective actions
- Enable customers to become self-sufficient4. Cross-Functional Collaboration
- Work with Sales & Product teams
- Share customer insights for product improvementWhat the Role Looks Like
- Engage with customers through calls, training sessions, and site visits
- Drive product adoption by guiding teams on best practices
- Monitor customer health, usage trends, and identify adoption gaps
- Proactively resolve issues and reduce dependency on support
- Manage customer relationships end-to-end
- Own renewals and ensure timely retention of accounts
- Identify and drive upsell/cross-sell opportunities
- Collaborate with Sales & Product teams
- Track progress and ensure customer outcomes are metDesired Attributes:
- 1–3 years in Customer Success / Account Management (B2B SaaS preferred), project management.
- Bachelor’s degree in engineering, Business, or related field
- Experience in onboarding, training, and adoption
- Exposure to renewals, upselling, or account growth
- Solid communication and stakeholder management skills
- Willingness to travel to customer sites
- Familiarity with CRM or customer analytics tools
- Experience managing multiple or enterprise accountsCompensation & Benefits:Compensation: As per industry standardsAccidental InsuranceLeave Policy: As per company normsHiring Process:- Screening & HR Discussion- Interview with Hiring Managers- Mettl Assessment- Final Interview Round- Offer Rollout & Feedback Apply on Kit Job: kitjob.in/job/4mdus8