Senior Customer Success Manager

Profile : Senior Customer Success Manager

About the Role:

Responsibilities:

Team Leadership:

• Lead and inspire a team of Customer Success Managers, fostering a culture of excellence, collaboration, and continuous improvement.
• Provide guidance and mentorship to team members, helping them achieve individual and team goals.

Customer Engagement:

• Develop and implement customer engagement strategies to enhance the overall customer experience.
• Collaborate with cross-functional teams to address customer needs, proactively identify opportunities for improvement, and drive customer satisfaction.

Account Management:

• Oversee the management of key customer accounts, ensuring high levels of customer satisfaction, retention, and growth.
• Work closely with the sales team to identify upsell and cross-sell opportunities within existing accounts.

Data Analysis and Reporting:

• Utilize customer data and feedback to identify trends, measure performance, and drive data-driven decision-making.
• Generate regular reports on customer success metrics and share insights with the leadership team.

Product Feedback and Improvement:

• Act as a liaison between customers and the product development team, providing valuable insights and feedback to drive product enhancements.
• Collaborate with product managers to ensure customer needs are addressed in product roadmaps.

Requirements:

Managed team for minimum 4-5 years, B2B Business

Bachelors degree in Business, Marketing, or a related field; MBA is a plus.

Proven experience in a customer success leadership role, preferably in a technology or SaaS company.

Strong leadership and team management skills.

Excellent communication and interpersonal skills.

Analytical mindset with the ability to derive insights from data.

Experience working with cross-functional teams.

Demonstrated success in driving customer satisfaction, retention, and growth.

Interested candidates can reach out at hr@pidge.in