Offer summary

Qualifications:

Postgraduate degree in MBA is required., Minimum 2-3 years in a leadership role in a similar profile., Exceptional account management and customer service skills., Experience in a B2B SaaS organization with strong technical proficiency..

Key responsibilities:

Lead and develop the Customer Success team to enhance customer experience.

Manage daily activities of Team Leads and ensure effective onboarding and product adoption.

Develop strategies to minimize churn and improve customer retention and growth.

Coordinate with marketing and sales teams to enhance post-sales client interactions.

Job description

This is a remote position.

Job Description

The Manager Customer Success will work closely with the Team Leads - Customer Success/support to improve the overall customer experience and to enhance the working of the internal team members. He/She will be reporting to the Senior Manager - Customer Support and work with him to improve the ARPU of the existing clients.

Key Responsibility Area

Lead the Customer Success function by training, engaging and developing your team
Manage the daily activities of Team Leads and below.
Working on new strategies to improve the overall customer experience, and minimize churn.
Responsible for the overall functioning of the processes including onboarding, product adoption, retention and growth.
Coordinating with the marketing department to strategize ways to increase post-sales interactions with clients.
Interacting with the Sales team to work on inter-departmental challenges

Requirements

Requirements

Postgraduate in MBA.
A customer-focused mindset, putting the customer experience first in every action you take
Exceptional account management and customer service skills backed up with excellent written and verbal communication skills
Has been in the leadership role of the similar profile from past 2-3 years
Experience working in a B2B SaaS organization
Technically proficient
Excellent listening skills
Ability to effectively communicate at all levels of the organization.
Excellent problem-solving skills
Extremely process-oriented
Experience leading, coaching, and empowering your team to do their best work

KPI

To increase the count of references to 100% per CSM within 6 months
To reduce the percentage of churn rate to 30% of present churn rate and maintain the same for subsequent months within a year.
To increase the MRR of the non enterprise clients to 20%
To increase the product usage