The Role
Manage a portfolio of SaaS customers, guiding onboarding, experimentation programs, conversion-rate optimization, training, issue resolution, and retention efforts. Build strong client relationships, translate analytics into actionable strategies, coordinate with internal teams, manage complaints, and reduce churn. The role requires customer-facing experience, CRO and digital marketing knowledge, Google Analytics familiarity, SaaS understanding, strong communication, and analytical skills.
Summary Generated by Built In
About VWO
Founded in 2009, VWO was built with a simple mission: to make experimentation and experience optimization accessible to everyone. What began in a New Delhi apartment has grown into a global SaaS platform enabling organizations to improve digital experiences through data-driven experimentation and insight.
Today, VWO serves thousands of customers—from fast-growing startups to Fortune 500 companies like the World Economic Forum, Genpact, Forbes, and LEGO—and is supported by a global team of 450+ employees, with ANZ emerging as a key growth region.
Following Wingify’s merger with AB Tasty, the combined organization now forms a larger digital experience optimization platform with $100M+ in annual recurring revenue, 4,000+ customers worldwide, and nearly 800 employees across 11 global offices. Led by Sparsh Gupta as CEO and backed by Everstone, the group is focused on delivering best-in-class experimentation, personalization, and AI-led optimization solutions at global scale.
Role Overview:
As part of the Customer Success team, you guide and advise clients to help them achieve their business goals by improving their conversion rates using VWO solutions while closely collaborating with the sales, account management, and technical teams. This role requires outstanding relationship management skills and technical and business acumen.
Key Responsibilities:
- Work closely and own responsibility for the success of your assigned portfolio of customers to help them track the correct metrics required for measuring their online business performance, form strategies to improve the existing conversion rate using innovative ideas, define, impleWork closely and own responsibility for the success of your assigned portfolio of customers to help them track the correct metrics required for measuring their online business performance, form strategies to improve the existing conversion rate using innovative ideas, define, implement, and manage their experimentation program.
- Manage the onboarding of new clients.
- Help build loyalty by creating an excellent relationship with the customers.
- Arrange operational and methodological training sessions for your accounts
- Resolve any issues and problems faced by customers
- Manage complaints to maintain trust
- Serve as the link of communication between customers and internal teams
- Maximize your portfolio’s retention by minimizing churn and contraction
Required Skills & Experience:
- Prior experience in a customer-facing role or equivalent, a history of increasing customer satisfaction.
- Understanding of Conversion Rate Optimization space
- Knowledge of Digital Marketing techniques and online promotional activities.
- Analytical thinker who can translate complex data into actionable plans
- Understanding of Google Analytics
- Knowledge of how SaaS works
- Excellent customer relationship management skills.
- Outstanding communication, understanding, and writing skills.
- Understanding of web applications, HTML, JavaScript, and CSS is a plus
- Bachelor’s degree, Business or Computer Science related.
- Minimum 3 years of customer-facing experience.
Perks and Benefits:
- Remote-First Organization: Flexibility to work from anywhere.
- Group Health Insurance: Comprehensive coverage for you and your family.
- International Offsites: Participate in annual company retreats to global destinations.
- Competitive Compensation: Attractive salary with performance incentives.
- Learning Opportunities: Engage in incredible learning experiences within international teams.
At Wingify, we are committed to building a diverse, equitable, and inclusive workplace. We believe that a variety of perspectives drives better ideas, stronger execution, and more meaningful impact. Read more about our policy here: https://wingify.com/careers/equal-opportunity-policy/
Skills Required
- Prior experience in a customer-facing role or equivalent, with a history of increasing customer satisfaction
- Understanding of conversion rate optimization
- Knowledge of digital marketing techniques and online promotional activities
- Ability to translate complex data into actionable plans
- Understanding of Google Analytics
- Knowledge of how SaaS works
- Excellent customer relationship management skills
- Outstanding communication, comprehension, and writing skills
- Understanding of web applications, HTML, JavaScript, and CSS
- Bachelor's degree in Business, Computer Science, or a related field
- Minimum 3 years of customer-facing experience
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The Company
What We Do
Wingify, doing business as VWO, is an India-based software company that develops technology products for digital experience optimization. Its VWO platform helps fast-growing companies run experimentation and conversion programs, enabling them to build extraordinary digital experiences and improve performance. The company delivers these capabilities through a single platform for websites and digital products, with a remote-first operating model.
