Group Manager - Customer Success
About
Keka has been a silent revolution in the making since our launch 9 years ago. Our steadfast focus on building an employee-centric HR platform was well received by more than 8500 businesses across India and the world. Today we are India's #1 platform in the segment with the greatest number of new customers adopting the platform. All with zero advertising spend and pure customer love. We are an organization built by our employees. The passion and the extreme ownership that our people bring to the table are contagious. We don't hide our shortcomings and we aren't afraid to ask for help. When we fail, we learn, adapt, and do better in the future. This open culture encourages our people to innovate, regardless of their function and across departmental boundaries.
Recently, in November 2022, the company secured India's largest Series A SaaS funding with a whopping $57million from WestBridge Capital.
We are seeking a passionate and experienced Group Manager, Customer Success, to join our growing team. In this role, you will lead a team of Customer Success Managers (CSMs) responsible for onboarding, training, and supporting our valued clients. You will be pivotal in ensuring their success with Keka HR products and services, driving high customer satisfaction, retention, and growth.
Responsibilities:
- Own customer experience and reference ability for the portfolio of CSM's managed
- Lead and manage a team of CSMs, providing coaching, mentorship, and performance management.
- Develop and implement strategies to achieve customer success goals, including retention, upsell, and cross-sell.
- Set clear expectations and KPIs for your team, tracking progress and identifying areas for improvement.
- Collaborate with the Sales and Product teams to ensure a seamless customer experience throughout the entire lifecycle.
- Proactively identify customer needs and challenges, developing solutions to ensure their satisfaction.
- Analyze customer data and feedback to identify trends and opportunities for product improvement.
- Develop and deliver training programs to equip your team with the knowledge and skills necessary for success.
- Foster a collaborative and results-oriented environment within your team.
- Stay up-to-date on industry best practices and emerging trends in customer success.
Qualifications:
- Minimum 9+ years of experience in a customer success leadership role.
- Proven track record of building and managing high-performing customer success teams.
- Demonstrated ability to develop and implement successful customer success strategies.
- Strong understanding of customer lifecycle management and best practices.
- Excellent communication, interpersonal, and relationship-building skills.
- Ability to coach, mentor, and motivate others.
- Strong analytical and problem-solving skills.
- Proficiency in CRM and customer success management tools.
- Deep understanding of the HR technology landscape (a plus).
Benefits:
- Competitive salary and benefits package.
- Opportunity to work with a talented and passionate team.
- Be part of a fast-growing and innovative company.
- Make a real impact on the success of our customers.
