This is a remote position.

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  Lead the Customer Success Happiness function by training, engaging and developing your team
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  Manage the daily activities of Team Leads and below.
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  Working on new strategies to improve the overall customer experience, and NPS score.
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  Responsible for the overall functioning of the processes including onboarding, feedbacks, ticket response time etc
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  Coordinating with the marketing department to strategize ways to increase post-sales interactions with clients.
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  Interacting with the Sales team to work on inter-departmental challenges

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  To increase the count of references to 100% per CSM within 6 months
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  To reduce the percentage of churn rate to 30% of present churn rate and maintain the same for subsequent months within a year.
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  To increase the MRR of the non enterprise clients to 20%
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  To increase the product usage

Requirements

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  Postgraduate in MBA.
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  A customer-focused mindset, putting the customer experience first in every action you take
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  Exceptional account management and customer service skills backed up with excellent written and verbal communication skills
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  Has been in the leadership role of the similar profile from past 7-10 years
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  Experience working in a B2B SaaS based Organisation
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  Technically proficient
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  Excellent listening skills
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  Ability to effectively communicate at all levels of the organization.
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  Excellent problem-solving skills
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  Extremely process-oriented
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  Experience leading, coaching, and empowering your team to do their best work