Head Customer Success Manager

Job Description

Major Responsibilities Help new clients establish and guide them through product setup, training, and initial usage to ensure successful implementation. Conduct regular check-ins and business reviews with customers to assess progress, gather feedback, and discuss future goals. Identify upselling and cross-selling opportunities to expand customer use of the companys products and services. Oversee the customer lifecycle management and identify areas for optimization. Conduct customer onboarding sessions to ensure successful product adoption. Create and deliver customized reports, presentations, and performance insights to demonstrate the impact of our solutions. Lead customer training sessions, workshops, and demonstrations to enhance product knowledge and usage. Assist in the development of customer success playbooks and resources. Serve as the liaison between customers and internal teams, such as product development, sales, and support. Manage customer escalations and ensure issues are resolved quickly and effectively. Required skills and qualifications Bachelor’s degree in Business, Marketing, Communications, or a related field. 8+ years of experience as a customer success manager, account manager, or in customer success, account management, or customer service roles. Experience in managing customer success programs, customer retention, and upselling strategies. Ability to analyse customer data and usage trends to identify areas of improvement. Understanding of product management and its impact on customer experience. Strong interpersonal and communication skills, with the ability to build and maintain long-term relationships and work cross-functionally. Excellent problem-solving and critical-thinking abilities, with a customer-focused mindset and a proactive approach. Strong organisational and time management skills, with the ability to manage multiple accounts and priorities simultaneously. Familiarity with CRM tools, customer success platforms, and analytics software. Solid negotiation skills to handle complex customer accounts. Preferred skills and qualifications Advanced degree in Business, Marketing, or a related field. Relevant certification in Customer Success, Account Management, or related fields (e.g., Success HACKER, CSM certification). Experience in SaaS, Technology, Telecom, Cloud or B2B industries. Experience in managing large enterprise-level accounts. Experience in managing large enterprise-level accounts. Ability to work closely with the stake holder Self starter & ability to work in an agile environment Knowledge of customer success best practices and frameworks. Proficiency in handling customer escalations and resolving conflicts.