Opportunity

As a Junior Customer Success Manager, your primary goal is to help customers successfully use the QDC platform after onboarding, understand its value, and continue using it consistently in their day-to-day operations.

You will work closely with customers to understand their business workflows, guide them in using the platform, monitor product usage, and help resolve challenges that may affect their experience.

This role is ideal for freshers who are eager to learn, enjoy interacting with people, and want to build a career in Customer Success, Account Management, and SaaS operations.

You will receive guidance from experienced team members and gradually take ownership of a portfolio of customers as you develop your product knowledge, communication skills, and problem-solving abilities.

Responsibilities

Support customers after onboarding and help them transition to regular platform usage.
Learn the QDC product, its features, and how it supports laundry and dry-cleaning businesses.
Communicate with customers regularly through calls, messages, emails, and other communication channels.
Help customers understand basic product features and guide them through common usage-related questions.
Monitor customer activity and identify customers who are using the platform less frequently or have become inactive.
Follow up with customers to encourage consistent product usage and help them overcome basic challenges.
Understand customers' daily business operations and help them use the platform effectively.
Coordinate with the Onboarding and Support teams to resolve customer issues in a timely manner.
Maintain accurate records of customer conversations, follow-ups, issues, and product usage in internal systems.
Track upcoming renewals and remind customers about important dates under the guidance of senior team members.
Identify opportunities to introduce customers to useful features and additional product capabilities.
Collect customer feedback, frequently reported issues, and feature requests, and share them with the relevant teams.
Identify satisfied customers who may be willing to provide testimonials, referrals, or feedback.
Participate in team meetings, training sessions, and process improvement initiatives.
Work towards customer engagement, product adoption, and retention targets with support from the team.

What You Can Expect in the Next 12 Months

Within 1 month

Develop a basic understanding of the laundry and dry-cleaning industry and its business workflows.
Learn the QDC product, its core features, and common customer use cases.
Visit or observe a live laundry store to understand real-world operations and product usage.
Understand the customer journey, including onboarding, support, adoption, and renewals.
Learn the internal tools and processes used to track customer interactions and follow-ups.
Shadow experienced team members during customer calls and interactions.
Begin assisting with customer communication, usage tracking, and follow-up activities.

Within 3 months

Independently handle basic customer queries and routine follow-ups.
Manage a small assigned portfolio of customers under the guidance of a senior team member.
Track customer usage and identify accounts that may require additional engagement.
Proactively contact inactive or low-usage customers and encourage them to resume using the platform.
Maintain accurate customer records and ensure follow-ups are completed on time.
Coordinate with Support and Onboarding teams to resolve common customer challenges.
Understand renewal timelines and assist in renewal-related communication.
Suggest simple improvements to customer communication and follow-up processes.

Within 6 months

Independently manage an assigned portfolio of customers with limited supervision.
Maintain regular customer engagement and encourage consistent product adoption.
Identify potential customer risks and take appropriate actions to improve engagement.
Handle most routine product-related questions and coordinate complex issues with the relevant teams.
Identify opportunities to increase feature adoption within the assigned portfolio.
Support renewal conversations and help address customer concerns before renewal dates.
Share structured customer feedback and recurring issues with internal teams.
Work towards defined customer engagement, usage, and retention targets.

Within 12 months

Consistently manage the assigned customer portfolio and maintain strong customer relationships.
Demonstrate a clear understanding of customer health, product adoption, and retention metrics.
Independently identify inactive customers, customer risks, and opportunities to improve engagement.
Contribute to achieving customer retention and feature adoption targets.
Take ownership of small customer success initiatives and process improvements.
Collaborate effectively with Sales, Support, Onboarding, Product, and Engineering teams.
Demonstrate readiness to manage a larger portfolio or take on additional responsibilities based on performance.
Support the training and knowledge sharing of new team members as opportunities arise.

What an Ideal Candidate Looks Like

A fresher or recent graduate interested in building a career in Customer Success, Account Management, or SaaS.
Strong verbal and written communication skills.
A customer-focused mindset and willingness to help people solve problems.
Eagerness to learn new software products, tools, and business workflows.
Good organizational skills and attention to detail.
Ability to manage multiple tasks, follow-ups, and deadlines.
A proactive attitude towards identifying problems and finding solutions.
Willingness to communicate with customers who may be confused, unresponsive, or facing challenges.
Comfort with basic computer applications, spreadsheets, and digital communication tools.
A willingness to accept feedback, learn from experienced team members, and improve continuously.
A responsible and positive attitude towards teamwork and customer commitments.

Customer Success Manager - Junior (Fresher)

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