The Customer Success Manager is responsible for leading the team, enhancing customer experience, managing daily activities, and strategizing for improved client interactions and business outcomes.
This is a remote position.
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
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