Roles & Responsibilities

  • Manage and own a team of 20+ Customer Success Managers
  • Define and oversee customer touchpoints, QBR process, quantitative feedback such as product usage / NPS and others
  • Lead your team to deliver outstanding experiences that drive strong retention of accounts that would lead to renewals, adoption of our products and customer advocacy
  • Accountable for the end- to- end customer lifecycle
  • Personally manage escalations from your direct reports, and follow a methodical escalation process to the executive team
  • Work with Sales and Presales on rules of engagement to ensure successful onboarding and implementation processes for new customers
  • Ensure that a clearly defined customer success plan is in place to expand product adoption and grow the relationship
  • Identify upsell and growth opportunities and to ensure expansion attainment
  • Measure effectiveness of Customer Success programs through metrics, dashboards and operational reviews
  • Promote a customer-centric mindset across the organization and align initiatives across cross-functional teams
  • Willingness to work 12-9PM or 1-10PM IST to oversee all three shifts is mandatory
  • This position will report directly to the Director, Customer Success

Skills Expected

  • Proven track record with people management: both direct reports and cross-functional
  • Experience working in customer-facing roles, specifically customer success/account management/client services servicing international customers
  • Solid communication skills: written, verbal, presentation
  • Ability to manage teams remotely
  • Executive engagement: communication, presence, and tactics
  • Process-driven and ensure seamless execution/engagement delivery
  • Hands-on and ready to roll up your sleeves to get the job done