Digital Customer Success - Group Manager

About Keka Technologies: As the Group Manager for Customer Success at Keka Technologies, you will be responsible for leading a team of customer success managers dedicated to providing exceptional support and guidance to our SMB customers in India. Your role involves ensuring that customers effectively adopt and derive value from our products and services. Additionally, you will play a crucial role in implementing tools and strategies to help customers achieve their desired outcomes. Key Responsibilities: - Leadership & Team Management: You will lead and mentor a high-performing Digital Customer Success team focused on the Indian SMB market. Your responsibilities include leveraging your knowledge of digital tools and platforms to streamline processes, setting clear performance expectations for the team, and optimizing customer onboarding and support processes. You will work closely with Sales and Product teams to deliver seamless customer solutions and proactively address churn risks. - Cross-functional Collaboration: Collaboration with Product, Sales, and Marketing teams is essential to ensure customer feedback informs product development and marketing strategies. You will also work closely with the Support team to promptly address customer issues and contribute to the development of new customer success tools and technologies. - Tools & Analytics: By analyzing customer data and success metrics, you will evaluate team performance, customer satisfaction, and overall success. Reporting on customer success KPIs and implementing tools to reduce manual processes are key aspects of this role. Key Qualifications & Skills: - Experience: You should have at least 5 years of experience in customer success, account management, or related roles, preferably within the Indian SMB market. - Leadership: A proven track record of leading and mentoring high-performing customer success teams is required. - Market Knowledge: Deep understanding of the Indian SMB market, including customer pain points, challenges, and opportunities. - Customer-Centric: You should be passionate about delivering exceptional customer experiences and driving value. - Communication: Excellent verbal and written communication skills are necessary, along with the ability to engage with stakeholders at all levels. - Education: A Bachelor's degree in Business, Marketing, or a related field is required (an MBA is a plus). Preferred Qualifications: - Experience in SaaS or tech-related customer success roles. - Understanding of CRM systems and customer success tools (e.g., Salesforce, Gainsight). Why Join Us Join Keka Technologies for the opportunity to lead and shape customer success strategies in a fast-growing global company. You will have the chance to transition the team into a Digital Customer Success team, work with a dynamic and diverse team, enjoy a competitive salary and benefits package, flexible working hours, and remote working options. Be part of an organization that values innovation and customer success.,