Customer Success

Customer Success-Metal Cloud

Company Vision:

NowPurchase is transforming the $140B Metal Manufacturing industry. The metal industry forms the backbone of the economy and the fundamental block of the physical world—be it transportation, construction, or machinery. NowPurchase is a rich, digital marketplace where metal manufacturers (foundries + steel plants) can procure high-quality raw materials (scrap, pig iron, ferroalloys, additives, nodularisers) in a trusted manner.

Our technology enables manufacturers to optimize processes, ensuring higher productivity and resilience. We currently serve 250+ factories nationwide and are expanding rapidly across India.

Job Description

Position: Customer Success

Experience: 1–3 Years

Location: Kolkata & Pune

Qualification: Bachelor's degree in engineering, Business, or related field

Working Type: Office

Role Description:

We are hiring customer success executive to manage customer relationships post go-live—focusing on adoption, renewals, and upsell opportunities. They will act as the primary point of contact for customers, ensuring business value realization while contributing to account expansion.

Key Responsibilities:

1.    Onboarding & Adoption

•    Own implementation of the software at the factory

•    Support go-live transitions and workflow alignment

•    Conduct training across plant teams

•    Drive consistent product adoption and best practices

2. Customer Engagement, Renewals & Growth

•    Manage customer relationships end-to-end

•    Own renewals and retention targets

•    Drive upsell/cross-sell opportunities

•    Demonstrate ROI and business impact

3. Monitoring & Retention

•    Track adoption, usage, and customer health

•    Identify churn risks and take corrective actions

•    Enable customers to become self-sufficient

4. Cross-Functional Collaboration

•    Work with Sales & Product teams

•    Share customer insights for product improvement

What the Role Looks Like

•    Engage with customers through calls, training sessions, and site visits

•    Drive product adoption by guiding teams on best practices

•    Monitor customer health, usage trends, and identify adoption gaps

•    Proactively resolve issues and reduce dependency on support

•    Manage customer relationships end-to-end

•    Own renewals and ensure timely retention of accounts

•    Identify and drive upsell/cross-sell opportunities

•    Collaborate with Sales & Product teams

•    Track progress and ensure customer outcomes are met

Desired Attributes:

•    1–3 years in Customer Success / Account Management (B2B SaaS preferred), project management.

•    Bachelor's degree in engineering, Business, or related field

•    Experience in onboarding, training, and adoption

•    Exposure to renewals, upselling, or account growth

•    Strong communication and stakeholder management skills

•    Willingness to travel to customer sites

•    Familiarity with CRM or customer analytics tools

•    Experience managing multiple or enterprise accounts

Compensation & Benefits:

Compensation: As per industry standards

Accidental Insurance

Leave Policy: As per company norms

Hiring Process:

1. Screening & HR Discussion
2. Interview with Hiring Managers
3. Mettl Assessment
4. Final Interview Round
5. Offer Rollout & Feedback

• Experience: 1+ year
• Seniority: Entry Level
• Education: Bachelor's degree required
• Languages: English