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Manager, Customer Success

3 months ago

Bengaluru, Karnataka, India G2 Full time

About The Role

We are seeking an experienced and dynamic individual to join our team as the Manager of Customer Success. In this role, you will be responsible for leading and developing our customer success team to ensure the successful adoption and ongoing satisfaction of our clients. You will play a critical role in driving customer retention and advocacy by enabling the team to build strong relationships with clients and provide exceptional service and support.

This Manager of the Customer Success team will be responsible for managing a team that handles relationships with customers post-sale at a global scale model (a high volume of customers with a lower revenue footprint) and also a team that manages 1-1 relationships with customers in APAC.

This manager will be the primary manager over the group of individual contributors to help customers ensure their success and happiness with G2's services. The person should be a spirited customer advocate with engaging communication skills and experience working with customers in the industry.

In this role, you will:-

Lead and mentor a team of customer success professionals, providing guidance, support, and coaching to help them achieve their goals and deliver exceptional service to our clients. Develop and implement strategies to drive customer success, including onboarding, adoption, and retention initiatives. Collaborate cross-functionally with sales, product, and support teams to advocate for the needs of our customers and ensure a seamless customer experience. Establish and track key performance metrics (GRR, Adoption) to measure the effectiveness of our customer success efforts and identify areas for improvement. Serve as a trusted advisor to our clients, understanding their business objectives and challenges, and providing strategic guidance and best practices to help them achieve success with our products. Partners with the Implementation Consultant team to drive onboarding excellence and ensure customers are on boarded for success. Partners with product and product marketing to make sure that the mechanics of important releases are woven into the adoption channels of automated and high touch outreach. Proactively identify opportunities to enhance the value we deliver to our customers and drive customer satisfaction and loyalty. Stay up-to-date on industry trends and best practices in customer success and SaaS technology to continuously improve our processes and offerings. Handle escalations by collaborating effectively with internal teams and the customer. Partners with the Account management leadership to develop solutions to reduce churn and handle customer relationships.

Requirements

Bachelor's or Master's degree in business, marketing, or a related field: advanced degree preferred. 8-10 years of experience in Customer Success, account management, or a similar client-facing role. 2+ years of experience in a leadership or management role is preferred. Proven track record of driving customer success and achieving business objectives, preferably in a SaaS or technology company. Strong Leadership and team management skills, with the ability to inspire and motivate others to achieve their best. Excellent communication and interpersonal skills, with the ability to build rapport and trust with clients and internal teams. Strategic thinker with the ability to analyze data, identify trends, and develop actionable insights to drive business results. Passion for customer satisfaction and a dedication to delivering exceptional service and support. Consultative and a consummate professional willing to represent G2 as a leader, but also in some circumstances locally and externally promoting our product/services. Comfortable to work in shift timings (eligible for shift allowance)

Our Commitment to Inclusivity and Diversity

At G2, we are committed to creating an inclusive and diverse environment where people of every background can thrive and feel welcome. We consider applicants without regard to race, color, creed, religion, national origin, genetic information, gender identity or expression, sexual orientation, pregnancy, age, or marital, veteran, or physical or mental disability status.

We support our employees by offering generous benefits, such as flexible work, ample parental leave.