Head of Customer Success

Job Description

How you should be? We are looking for an experienced Customer Success Manager (CSM) who is proficient in providing techno functional support for our company products. You will be focusing on customer loyalty and building close long-term client relationships, and often stay with the same customers as long as they continue to work with the business. What will you do? • Managing churn and increasing customer retention • Bridge the gap between sales and customer support. • Keep a “high-level view” of the entire support process. • Creating a minimum-viable onboarding process with in-app guidance • Driving account expansion with contextual offers and growing lifetime value • Collecting customer feedback and closing feedback loops • Mapping customer success journeys to spot and remove friction • Serve as a mentor for the team and answer questions and troubleshoot issues related to use of SaaS software applications from team. • Providing appropriate solutions to the technical issues faced by the customers. • Prioritizing and dealing with the issues in a timely manner. • Ensure team communicate clearly and concisely with customers in written and verbal form and maintain accurate and timely records on our ticket tracking system. • Interact directly with Senior Management within other departments to resolve high profile escalations and issues, and drive initiatives that improve the customer experience. • Assessing support statistics and preparing detailed reports on the findings. What are we looking for? • 10+ years of working experience and atleast 5 years experience in a Customer Success Manager or relevant position in the Software Engineering Department. • Strong organisational and presentation skills • A tendency for relationship building. • Strong Interpersonal skills • Relationship management & Decision-making skills. • Critical thinking and problem-solving skills. Show more Show less