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CasaOne helps businesses lease and rent furniture, fixtures, and decor

Senior Manager - Customer Success

₹1L – ₹1.5L
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About CasaOne
CasaOne is a home furniture rental company that helps property managers, realtors, stagers and residents experience and access furniture, furnishings, decor, and equipment on demand. Our full-service offering includes a wide selection of products, affordable monthly rental plans, 3D visualizations, rent-to-own options and white-glove service in as early as 2-3 business days.
casaone.com

About BureauOne
BureauOne converts furniture into a utility for businesses. BureauOne is a furniture rental company that helps businesses experience and access furniture, fixtures, and equipment without going through the myriad challenges that are associated with buying office furniture. BureauOne offers a full-service product including white-glove storage, delivery, and installation on-site.
bureauone.com


The Role

The Customer Success team is accountable for driving overall value and product implementation based on the customer’s individual requirement. Customer Success team focuses on ensuring that our customers experience the full value of our services. The Customer Success Manager will identify customer risks proactively, collaborating across product and operational lines to pursue solutions and advocate best solutions for retention. You will support our customers in meeting their requirements by offering them array of options from CasaOne and BureauOne catalogue of products. You will develop customer relationships that promote retention and loyalty and prevent off boarding. You will work closely with various team to understand account health and to identify any product or contract retention risks and, when necessary, pulls in necessary resources to address to mitigate risk. In this critical role, you will be responsible for Leading Customer Success Team to help them quickly deliver results via effective customer on-boarding and accelerating growth.

Responsibilities

● Encourage High level of customer self-sufficiency; address training requirements, provide guidance on best practices, provide a level of oversight for professional services projects.
● Listen to customers, identify business process pains, and recognize opportunities to provide the best possible solutions
● Cultivate relationships with executives and key stakeholders to ensure a successful long-term business partnership.
● Partner with the various internal team on account plans, business reviews, customer reviews, etc.
● Communicate with internal and external stakeholders, facilitating account management improvements as warranted.
● Escalation Management - Liaise with cross functional teams to quickly resolve issues.
● Act as a single point of communication and coordination for tactical issue planning and resolution.
● Build relationships with customers at an executive level
● Understand customer usage and account health to proactively mitigate any renewal risk
● Identify end-user challenges or requests and proactively connect the customers
● Identify potential up-sell opportunities within current accounts
● Provide oversight to complex initiatives, such as new product configuration/on-boarding, upgrades, etc.
● Proactively identify and resolve issues that may impair the organization’s ability to meet its strategic, financial and technical goals.
● Share best practices across cross-functional teams.

Essential Requirements:

● 7-9 years of experience with customer support / post-sales customer delivery/engagement roles with multiple disciplines in Support, Sales, Account Management, Program Management and Marketing required.
● Prior Experience in a Product based Start-up will be advantageous.
● Proven Experience in managing large, complex accounts in a customer-facing role
● Bachelor’s Degree in any stream. MBA preferred
● Impressive executive presence and communication abilities, both orally and in writing
● Analytical background – Should be able to extract and formulate learnings and recommendations from numbers and package them for business reviews.
● Problem-solver who works well in a fast-paced environment
● Strong analytical and Excel skills
● A solid leader/team manager.
● Proven achievements in delivering profit growth and ROI

Working Hour & Location:
This will be a night shift. Based out of Indiranagar, Bengaluru.

At CasaOne and BureauOne you will have an opportunity
• to increase your rate of learning exponentially by defining hard problems and solving them
• to partake in a high-growth journey and increase revenues 5x+ y-o-y
• to be an early innovator in the shifting trend: ‘ownership economy’ -> ‘access economy’
• to build a category-defining platform for FF&E (Furniture, Fixture, and Equipment) leasing
• to build high-performance teams


CasaOne is Proud to be an equal opportunity employer (EEO) and value diversity at our company.

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