Troopr Labs | Remote | US Hours / Night Shift | 1-3 Years | Full-Time
Product: Enjo.ai — Enterprise AI for Service & Support Automation
About Troopr Labs
We build AI products for modern enterprises. ~30-person team. Bootstrapped and profitable. Our products are used by 100,000+ users at companies like Starbucks, Netflix, Snowflake, and Spotify.
Enjo is an AI-first support automation platform for employee and customer support — including AI Agents, AI Answers, AI Ticketing, AI Actions, and enterprise-grade support workflows.
The Role
This is an early-career Customer Success role where you'll own the post-sale relationship for a growing portfolio of Enjo customers. You won't just manage accounts — you'll help customers activate, adopt, and get real value from AI-powered support workflows.
This is not a sales role and does not carry a sales quota. You will be measured on customer adoption, health, and satisfaction.
We're looking for someone who's genuinely coachable — eager to learn the product deeply, take feedback well, and grow into greater ownership over time. We'll train you on Enjo, our customers, and our processes; you bring the curiosity and the work ethic.
You should be technically curious — comfortable exploring product configurations, reading through integration docs, and troubleshooting issues before escalating. You'll work closely with Product, Engineering, and Support to get customers unstuck and moving.
What You'll Do
- Support customer onboarding and rollout alongside senior CSMs and the implementation team.
- Own day-to-day customer health — track adoption, monitor usage signals, flag risks early.
- Run regular customer check-ins: prepare agendas, take notes, follow through on action items.
- Serve as the first point of contact for product questions, how-tos, and minor troubleshooting.
- Triage customer issues across configurations, workflows, and AI agent behavior — and coordinate resolutions with internal teams.
- Build relationships with customer stakeholders and become a reliable, trusted point of contact.
- Maintain clean records in the CS platform — health scores, contacts, meeting notes, open issues.
- Contribute to onboarding playbooks, help documentation, and internal process improvements.
What We're Looking For
Must-Have
- 1-2 years in Customer Success, Technical Account Management, Account Management, or similar SaaS customer-facing roles.
- Experience managing enterprise customers in a B2B SaaS product company.
- Experience leading customer onboarding and implementation programs.
- Strong technical aptitude with SaaS products.
- Ability to understand workflows, integrations, configurations, and customer use cases deeply.
- Experience troubleshooting customer issues and coordinating resolutions across teams.
- Strong written and verbal communication skills.
- Customer-first mindset with strong relationship management abilities.
- Experience working independently in a remote environment.
- Comfortable working US business hours / night shift.
- Open to learning and being coached.
Pay: ₹700,000.00 - ₹800,000.00 per year
Benefits:
- Paid sick time
- Paid time off
- Work from home
Application Question(s):
- Have you supported customers based in the US or North America?
- Are you comfortable working US business hours / night shifts?
- What is your notice period?
- What is your current CTC?
- What is your expected CTC?
Experience:
- Customer Success: 1 year (Required)
- SaaS B2B: 1 year (Required)
Work Location: Remote
