Interior Designer/ Architect - Customer Service Role

Company Description
iDesign.Market is an AI-enabled workflow platform designed for interior design and construction firms. By integrating budgets, BOQs, scheduling, purchase orders, deliveries, invoicing, and team management into one cohesive system, iDesign streamlines critical project workflows. Powered by AI-driven insights, the platform helps teams mitigate risks, reduce delays, eliminate errors, and enhance execution efficiency for projects. Trusted by over 250 tier-1 firms, iDesign is revolutionizing project management in the architecture, engineering, and construction (AEC) industry.
Role Description
This is a full-time, on-site role for a Customer Success, based in Delhi, India. The role involves ensuring customer satisfaction, and fostering long-term customer relationships. Responsibilities include implementing customer retention strategies, analyzing customer needs and feedback, providing solutions to enhance satisfaction, collaborating with internal teams to address customer issues, and driving the overall success of client accounts. The role also includes ensuring seamless onboarding and delivering exceptional experiences to clients.
Key Responsibilities
Own the end-to-end customer lifecycle: onboarding, adoption, retention, and expansion
Build and manage strong relationships with key clients and stakeholders
Ensure smooth onboarding and successful product implementation for new customers
Track customer health metrics and proactively address risks
Drive product adoption and usage across accounts
Act as the voice of the customer internally and collaborate with Product, Sales, and Tech teams
Handle escalations and ensure timely resolution of client issues
Develop and optimize customer success processes, playbooks, and workflows
Lead, mentor, and scale the customer success team (if applicable)
Identify upsell and cross-sell opportunities in collaboration with Sales
Qualifications
Strong skills in Customer Satisfaction and Customer Retention to build and sustain long-term client relationships.
Proficiency in Account Management and managing customer portfolios effectively.
Excellent Communication and interpersonal skills for engaging with clients and internal teams.
Exceptional Analytical Skills to assess customer feedback, identify challenges, and propose effective solutions.
Proven leadership and team management skills to lead a Customer Success team and align with organizational goals.
Ability to strategize and implement initiatives to improve customer experience and retention rates.
Experience in the AEC or SaaS industry will be considered a strong advantage.
Bachelor’s degree in Business Administration, Management, or a related field; advanced degree preferred.
About Founders
The current founding team has over 20 years of experience in the industry and has left well-established careers to address industry problems in proptech. Our CEO (Ashish Dhingra) has been part of the Architecture Construction space for over 10 years and has spent over a decade in international banking. Our CPO (Kartik) is a proven product leader and was heading product in his earlier role at e-gurukul.
Visit our website: www.idesign.market.
Email us at: hr@idesign.market

Work arrangement
No