Job Description

This is a remote position. Job Description 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. Key Responsibility Area 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 Requirements 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 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 KPI 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 Benefits 100% Remote Working ESOPS