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

1. 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

1. Monitoring & Retention

• Track adoption, usage, and customer health
• Identify churn risks and take corrective actions
• Enable customers to become self-sufficient

1. 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

Screening & HR Discussion

Interview with Hiring Managers

Mettl Assessment

Final Interview Round

Offer Rollout & Feedback