Customer Success & Retention Head

The role of managing and retaining customer accounts in Gurugram requires you to oversee sales targets and strategies, lead and mentor the sales team, and leverage analytical skills to drive renewals and revenue growth. Collaboration with various departments is essential to enhance customer satisfaction and ensure smooth renewal processes. Your responsibilities will include owning and leading the renewals function for all customer segments, devising strategies to maximize renewal revenue and minimize churn, building and managing a proficient team of renewal specialists and account managers, and working closely with Product, Customer Success, and Sales teams to deliver a seamless customer experience. Utilizing data to monitor performance, predict renewals, and pinpoint churn risks is crucial. You will also engage directly with key customers to negotiate high-value renewals, establish tools and procedures for scalable renewal workflows, and identify upsell/cross-sell opportunities to drive expansion in collaboration with the sales team. To qualify for this role, you should possess 6-10 years of sales/account management experience, including at least 3 years in a renewals leadership position. Strong analytical skills are necessary for data-driven decision-making, along with a proven track record of achieving retention and revenue targets. Your ability to lead teams, cultivate a customer-centric environment, and exhibit excellent communication and stakeholder management skills are vital. Prior experience in SaaS or tech-led companies is considered advantageous.,