Customer Success Specialist

About the job

This a hybrid role with base location as Bangalore. (1-2 weeks/qtr work from office) Role Overview: We're looking to on-board an enthusiastic & a dynamic Customer Success Specialist who loves delighting customers. The role requires hand-holding customers during on-boarding and making them Astra-nauts (yes, that's what we call our customers & team members!) who are well versed with Astra's platform. The role will also require collaboration with our sales, security and marketing team. We're a cyber security company with CTOs, engineering leaders & CISOs as our ICP, hence we'll prefer candidates who come with some understanding of principles of computer science. Roles & Responsibilities: • Drive a seamless customer onboarding experience, ensuring smooth adoption of the product. • Act as a product champion by promoting adoption and maximizing customer engagement. • Understand customer requirements and translate them into actionable deliverables. • Respond promptly and effectively to customer queries via email and phone. • Build and nurture long-term relationships with customers based on trust and rapport. • Manage stakeholder relationships across internal teams and customer organizations. • Strengthen brand value by delivering exceptional customer experiences. • Maintain strong customer satisfaction and loyalty, measured through high NPS scores. • Identify opportunities for up-selling and cross-selling complementary Astra products. • Proactively manage account renewals and secure long-term partnerships. • Ensure timely project delivery by coordinating across multiple teams. • Maintain accurate and updated records within the customer success platform. Skills & Qualifications: • 2-5 years Customer Success / Growth / Retention roles, ideally in SaaS • Proven ability in upselling/cross-selling in a PLG motion. • Excellent communication skills with a customer-first mindset. • Technical knowledge required to work in a cyber security organization’s customer-facing role. • Analytical and data-driven; comfortable working with metrics like NRR, churn, adoption rates. • Ability to build rapport with the stakeholders • Willingness to work in a hybrid setup. (1-2 weeks/Qtr from our Bangalore office)

Requirements

• Customer Success
• SaaS
• Communication Skills
• Analytical Skills

Qualifications

• 2-5 years experience in Customer Success

Preferred Technologies

• Customer Success
• SaaS
• Communication Skills
• Analytical Skills

Benefits

• Health Insurance for you and your spouse
• Workcations

About the company

Astra is a cybersecurity SaaS company that makes otherwise chaotic pentests a breeze with its one-of-a-kind AI-led offensive Pentest Platform. Astra's continuous vulnerability scanner emulates hacker behavior to scan applications for 15,000+ security tests. CTOs and CISOs love Astra because it helps them to achieve continuous security at scale, fix vulnerabilities in record time, and seamlessly transition from DevOps to DevSecOps with Astra's powerful CI/CD integrations. Astra is loved by 1000+ companies across 70+ countries.