Customer Success Executive (Remote, US Based)

KodeKloud’s a fast-growing EdTech SaaS company dedicated to transforming the way businesses upskill their teams in DevOps, Cloud Computing, and IT. Our platform offers a hands-on, practical learning experience trusted by over 1 million users worldwide. 
 

We at Kodekloud are committed to building a globally diverse team and are thrilled to extend employment opportunities to individuals in any part of the world. We require candidates to possess eligible working rights and have a compatible timezone overlap with their team to facilitate seamless collaboration. 

As a remote-first company, our interviews and onboarding are entirely virtual, providing a smooth and efficient experience for our candidates.

About KodeKloud:

KodeKloud is a fast-growing EdTech Startup in DevOps and Cloud Computing that provides a unique and innovative learning experience, with high-quality course content and hands-on labs to ensure an effective and fun way to obtain new skills in complex technologies. We are #4 on Strait’s Times’  List of Singapore’s Fastest Growing Companies in 2024. We love informal settings and ambitious goals, and are looking for people that vibe the same!

Position Overview:

We're on the lookout for a highly motivated and experienced Customer Success Executive (CSE) to join our growing team. The ideal candidate should have a background in high-performance B2B Edtech/SaaS Customer Success (2 years and above), be familiar with metrics such as engagement rate, GRR, NRR and passionate about DevOps and Cloud Computing. The CSE will play a crucial role in ensuring our clients derive maximum value from our products and services.

Responsibilities:

1. Ownership of CS process for assigned accounts:

• Responsible for Customer Engagement, Retention and overall assigned account success
• Guide new customers through a seamless onboarding process, ensuring long term engagement and identify expansion opportunities
• Conduct training sessions to familiarize customers with the effective use of our products and services.

2. Account Management:

• Cultivate and maintain strong, long-lasting relationships with key enterprise customers, especially in the U.S.
• Keep a hawk's eye on customer accounts, smoothing out any bumps in the journey.
• Collaborate with cross-functional teams to ensure customer needs are met.
• Promote high engagement and utility of licenses as indicators for renewals and expansions.

3. Customer Support:

• Stay on top of customer inquiries 
• Team up with our support squad to solve problems

4. Product Knowledge and Feedback:

• Know our products inside out (in-house experts)
• Share customer insights with our tech wizards for constant improvement.

5. Renewals:

• Be fully responsible for the account renewal process and figures of assigned accounts.
• Monitor customer subscription renewals using Stripe and HubSpot, ensuring a high renewal rate.

6. Data Analysis:

• We’re looking for someone great with Data. Utilize various tools such as HubSpot, Metorik, Mixpanel to analyze customer data and trends.
• Generate reports and insights to inform decision-making and strategy.

7. Customer Advocacy:

• Manage customer relationships and align values throughout the customer journey

Qualifications:

• 2-5 years relevant experience, preferably as a Customer Success Executive in Edtech, SaaS (B2B). Experience from similar companies/product/space preferred.
• Must have a strong experience in handling US client.
• Must be US based.
• Experience with large enterprise accounts
• Familiarity with CRM tools such as HubSpot.
• Positive vibes, great communication skills, entrepreneurial and a problem solver
• Ability to work through challenges in a fast-paced environment.
• Results-driven with a passion for making customers grin.
• Ready to learn new tools and tech – we're all about growth.

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