Customer Success & Program Specialist

Job Title: Customer Success & Program Specialist – SaaS, No-Code & Business Analysis

Experience Required: Minimum 6 Years

Location: Trivandrum

Shift: [Day or Night]

About the Role:

We are seeking a Customer Success & Program Specialist who can wear multiple hats

across customer success, Project and Program management, and business analysis within a

SaaS and IT environment.

The ideal candidate will understand how to engage clients, manage delivery milestones, explain

platform capabilities in business language, and extract business needs to shape successful

implementations. This is a cross-functional role suited for someone who thrives in fast-paced,

client-facing settings with a strong problem-solving mindset.

Key Responsibilities:

● Serve as a bridge between clients and internal teams (product, delivery, engineering)

We are also looking for candidates who can speak Hindi well.

● Understand client requirements and translate them into actionable business inputs

● Conduct business needs analysis, gap assessments, and help define workflows or use

cases

● Manage delivery plans, timelines, and dependencies across multiple stakeholders

● Deliver engaging, value-driven product demos and onboarding sessions to clients

● Explain features such as form builders, workflow automation, integrations, and

dashboards from a business perspective

● Prepare and contribute to RFP responses, proposals, and client-facing documentation

● Monitor customer success KPIs and usage trends to drive product adoption and renewal

● Collaborate on refining solution approaches based on client feedback and business

context

Required Skills & Experience:

● Minimum 6 years of experience in Customer Success, Program Management,

Business Analysis, or related roles in the SaaS domain

● Ability to conduct stakeholder interviews, document business requirements, and map

processes

● High-level understanding of no-code/low-code platforms, form builders, workflow tools,

and basic integration logic (e.g., what APIs/webhooks do—not how to code them)

● Strong presentation and communication skills, with the ability to translate technical

capabilities into business value

● Experience coordinating deliverables and aligning multiple internal teams

● Demonstrated experience preparing solution documentation, client reports, or RFP

responses

● Strong team player and multitasker, comfortable in dynamic and evolving environments

Good to have:

● Exposure to analytics dashboards or BI/reporting tools (Power BI, Tableau, etc.)

● Experience working in or with product/tech teams in a business-facing role

● Familiarity with CRM, ERP, or customer portals

● Prior experience in startup or SaaS product companies with client-facing responsibilities

Why Join Us:

● Work on cutting-edge SaaS and no-code/AI-powered platforms

● Engage directly with decision-makers and business users across industries

● Shape client success journeys and define scalable business solutions

● Grow with a collaborative and future-ready team that values ownership and innovation.