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 mainly work with them to improve the c-sat score and NPS of the existing clients.
Key Responsibility Area
Lead the Customer Success Happiness 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 NPS score.
Responsible for the overall functioning of the processes including onboarding, feedbacks, ticket response time etc
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
Key Performance Indicators
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
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 7-10 years
Experience working in a B2B SaaS based Organisation
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
