Customer Success
Kolkata, IndiaFull-timeEntry · 1-3 years
About this role
Customer Success-Metal Cloud
Company 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 Description
Position: Customer Success
Experience: 1–3 Years
Location: Kolkata & Pune
Qualification: Bachelor’s degree in engineering, Business, or related field
Working Type: Office
Role 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 practices
2. Customer Engagement, Renewals & Growth
• Manage customer relationships end-to-end
• Own renewals and retention targets
• Drive upsell/cross-sell opportunities
• Demonstrate ROI and business impact
3. Monitoring & Retention
• Track adoption, usage, and customer health
• Identify churn risks and take corrective actions
• Enable customers to become self-sufficient
4. Cross-Functional Collaboration
• Work with Sales & Product teams
• Share customer insights for product improvement
What 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 met
Desired 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
• Strong communication and stakeholder management skills
• Willingness to travel to customer sites
• Familiarity with CRM or customer analytics tools
• Experience managing multiple or enterprise accounts
Compensation & Benefits:
Compensation: As per industry standards
Accidental Insurance
Leave Policy: As per company norms
Hiring Process:
- Screening & HR Discussion
- Interview with Hiring Managers
- Mettl Assessment
- Final Interview Round
- Offer Rollout & Feedback