About the job
Join our dynamic Enterprise business unit at Apna, where we are dedicated to driving revenue, enhancing sales, and ensuring customer retention. Our team is structured into three key areas: Sales, Marketing, and Revenue Operations, which includes Customer Success Management. Each sales team is tailored to specific industry expertise, while our customer support and marketing teams operate horizontally. Together, we play a crucial role in maintaining a healthy job marketplace, leveraging our brand partnerships to improve candidate retention and attract new talent. By securing larger mandates from new clients, we provide strategic insights that guide both growth and product development.
As a Customer Success Manager, you will be responsible for providing exceptional support, nurturing relationships, and expanding business opportunities for 400-500 Tier 5 enterprises, with the goal of elevating these organizations to higher tiers. Depending on workload, you will manage 150-300 organizations. Tier 5 enterprises typically exhibit SMB-like purchasing behaviors, with smaller ticket sizes and engagement levels, often interacting with junior to mid-management clients.
Your career path within the team is designed for growth; you will progressively manage Tier 1 to Tier 4 clients and collaborate closely with Pod leads and the CSM head on major accounts.
Responsibilities Include:
- Conducting proactive and periodic outreach to recruiters to gauge account health.
- Executing extensive telephonic outreach to recruiters and administrators, adhering to our outreach SOPs to resolve client issues and foster Apna’s growth.
- Identifying reasons for low consumption and Net Promoter Score (NPS) and addressing these challenges through self-initiatives or by engaging our priority support team.
- Maintaining comprehensive documentation and closing the loop on red flags, while regularly sharing the “Voice of the Customer.”
- Owning Net Revenue Retention (NRR) for assigned organizations.
- Focusing on existing accounts with a client-centric retention strategy, identifying the best products suited for varying roles and locations.
- Recognizing training needs and creating timely tickets for product webinars, along with sharing tutorial resources via WhatsApp.
- Analyzing client requirements and proposing tailored solutions for talent acquisition and branding needs.
- Supporting large sales initiatives led by the Enterprise Pod.
- Highlighting significant upsell and cross-sell opportunities to Pod leads by identifying key decision-makers within organizations.
- For select clients, performing sales analysis, usage reviews, and product analysis on a monthly basis to identify usage patterns and hiring trends.
- Managing complex sales scenarios and securing clients based on delivered value.

