Sr Manager Customer Success

As the Senior Manager of Customer Success at Frido, you will be instrumental in establishing and overseeing a top-tier customer success division. Your role will entail leading the customer success team, ensuring customer contentment and loyalty, and providing a seamless customer experience. This position is ideally suited for a proactive leader with a successful history in direct-to-consumer startups and a deep understanding of customer relationship management. Your core responsibilities will include: - Strategic Leadership: Develop and implement customer success strategies to enhance customer satisfaction, retention, and loyalty. - Team Management: Recruit, train, and guide a high-performing customer success team to offer exceptional customer service. - Customer Engagement: Act as the main point of contact for key customers, ensuring they receive exceptional support and personalized attention. - Performance Metrics: Set KPIs and metrics for customer success, consistently monitoring progress to identify trends and areas for enhancement. - Cross-Functional Collaboration: Collaborate with product, marketing, and sales teams to gather customer feedback and influence product development, promotions, and campaigns. - Customer Advocacy: Advocate for customer needs within the organization, influencing company-wide decisions. - Retention & Growth: Implement customer retention strategies, identify upsell opportunities, and drive growth initiatives to maximize customer lifetime value. - Technology Integration: Deploy and optimize customer success tools, CRM systems, and processes to improve operational efficiency. Qualifications for this role include: - Experience: 5-6+ years in customer success, account management, or similar role, preferably in a dynamic direct-to-consumer startup environment. - Leadership: Demonstrated experience in managing and expanding customer success teams. - Customer-Centric: Thorough understanding of customer behavior, lifecycle management, and retention strategies. - Communication Skills: Excellent verbal and written communication skills, with the ability to convey complex ideas clearly. - Data-Driven: Strong analytical skills with a track record of using data to drive decisions and enhance customer outcomes. - Collaboration: Ability to collaborate effectively across teams and influence stakeholders at various levels. - Technology Savvy: Hands-on experience with CRM tools (e.g., HubSpot, Salesforce, Zendesk) and customer success platforms. - Problem Solver: Exceptional critical thinking and problem-solving abilities to proactively address challenges. - Educational Background: Bachelor's degree in business, marketing, or a related field; advanced degree preferred but not mandatory. If you are interested in this opportunity, please send your CV to om.b@myfrido.com and arif@myfrido.com, including details of your Current CTC, Notice Period, and a brief introduction about yourself. Join us at Frido in our mission to transform daily challenges into opportunities for freedom and delight. Experience the freedom to lead life on your terms.,