Manager Customer Success - Product Adoption

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.

• 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
  

• 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
  

• 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