AVP CSM

Positon Descripton:
Customer Success Lead plays a critical role in managing client relations and increasing client satisfacton and thus bringing repeat business. The candidate should be able to contribute to building relationships, managing the team of highly dedicated resources, and implementng new programs that will increase the business revenue potentials and minimize churn rates. We are looking for a self-motivated engaged leader to lead our team of Customer Success resources.

Responsibilities:Develop customer relationships that promote retention and loyalty, ultimately improvingcustomer lifetime value and reducing churn.Serve as a trusted advisor to customers by providing expert guidance and best practicesto address their business goals, needs, and pain points.Develop strategic deployment plans for your portfolio of customers.Own the engagement and adoption strategy at all stages of the customer life cycle.Build business reviews with scorecards linked to the customer's business objectives andpresent these quarterly.Proactively manage the day-to-day account health of those customers, includingmonitoring usage, regular cadence calls, and Customer Business Reviews.Partner closely with sales to manage account strategy and ensure customer growth andretention.Be the voice of the customer as you partner with support, consulting, engineering,marketing, product management and sales to shape product development and deliver abest-in-class customer experience.Collaborate heavily with Sales, Sales Operations, and other key stakeholder teams toachieve joint targets.Lead, mentor and hire the team of dedicated customer success resources to increase the overall efficiencyRequirements:Proven relevant experience in SaaS of more than 8 years with experience in managingteam and portfolio of key B2B accountsActive problem solving and analytical skillsExperience in client handling Excellent MS Excel and PowerPoint skillsBasic understanding of integrationsExcellent interpersonal and communication skillsAbility to perform under pressure in fast paced start-up environment