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Customer Success Lead
5 months ago
Permanent Remote Role- US Based Firm.
Budget upto 30LPA
b2b saas CSM Role.
We are looking for an experienced Customer Success Leader to scale our high-touch customer success organization. As our Customer Success Lead you will play a key role in driving customer goals, product utilization, business transformation, and revenue expansion by ensuring the activation, engagement, success, retention, and growth of our customers. This role is focused on high-impact, high-value activities in all aspects of business development & retention, and overall client success for your India B2B market.
Key Responsibilities: Enhancing customer lifetime value by defining the customer journey; deploying programs to help drive business value with customers, customer goal achievement, new features, and new use-cases; collaborating across teams to identify and pursue customer growth opportunities. Driving successful programs from initial activation and onboarding to ongoing enablement, coaching and adoption across our B2B customer base, serving as the key CSM champion for customer success. Leading a team of customer success managers. Hiring, training and mentoring as and when required based upon the capacity mapping.
Driving daily outcomes through our customer success manager such as - responsiveness, customer onboarding & activation, client relationship management, cross selling and upselling initiatives and tracking overall churn risk for our B2B clients. Drive process improvement and efficiency across the customer success organization by identifying bottlenecks and project managing the development and implementation of new and improved processes. Work cross functionally with product and growth teams to bring new products, features & campaigns to our clients effectively. Owning and actively nurturing crucial client relationships to ensure consistent high-quality value-added experiences and customer delight. Strategizing and coping up with the transition or transformation of an organization's goals, processes or technologies
Core Competencies :- Prior experience working at a B2B SaaS or online services company preferred with strong CSM expertise and proven retention and renewal rates. Previous experience using CRM tools, ticketing software and other tech enablement preferred Advanced knowledge of Microsoft Excel and Word Passion for solving client challenges and commitment to client delight Proven ability to coach, mentor, and develop individual contributors Naturally curious, with excellent critical-thinking skills At least 8 years of experience in customer success serving large customers
