Senior Customer Success Manager

1 month ago

GurgaonGurugram, India iimjobs Full time

Job Overview: We are seeking a highly skilled and motivated Senior Manager, Customer Success to join our dynamic team. As a Senior Manager, you will play a pivotal role in ensuring the success and satisfaction of our customers. You will lead a team of Customer Success Managers, driving the development and execution of strategies to maximize customer value, retention, and overall happiness.

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 2-3 years, B2B Business

- Bachelor's 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.

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