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PivotRoots - Head - Customer Success

4 weeks ago


Mumbai, Maharashtra, India PivotRoots Digital Private Limited Full time

Responsibilities:

- Customer Success Strategy & Vision: Develop and implement a comprehensive customer success strategy aligned with overall business objectives, focusing on maximizing customer value, retention, and advocacy.

- Team Leadership & Development: Build, lead, mentor, and scale a high-performing customer success team, including hiring, training, performance management, and fostering a positive and collaborative team culture.

- Customer Journey Optimization: Map and optimize the entire customer journey, identifying key touchpoints and opportunities to enhance the customer experience and drive engagement.

- Account Management & Growth: Oversee the management of key customer accounts, ensuring proactive engagement, understanding their evolving needs, and identifying opportunities for upselling and cross-selling.

- Retention & Churn Reduction: Develop and implement strategies and processes to proactively identify at-risk customers, mitigate churn, and maximize customer lifetime value.

- Customer Advocacy & Loyalty: Cultivate strong customer relationships and drive customer advocacy through testimonials, case studies, and referral programs.

- Customer Success Metrics & Reporting: Define, track, and analyze key customer success metrics (e., retention rate, churn rate, customer satisfaction, customer lifetime value, net promoter score) and provide regular reports and insights to executive leadership.

- Cross-functional Collaboration: Collaborate closely with sales, marketing, product, and support teams to ensure a unified and seamless customer experience across all touchpoints.

- Voice of the Customer: Champion the voice of the customer within the organization, providing valuable feedback to product and development teams to drive product improvements and innovation.

- Customer Success Technology & Tools: Evaluate, implement, and optimize customer success technology and tools (e., CRM, customer success platforms) to enhance team efficiency and effectiveness.

- Budget Management: Manage the customer success department budget effectively, ensuring optimal resource allocation.

- Executive Leadership & Influence: Serve as a key member of the leadership team, contributing to overall business strategy and advocating for the importance of customer Bachelor's degree in Business Administration, Marketing, Communications, or a related field.

- Master's degree preferred.

- 12+ years of progressive experience in customer success, with significant leadership experience in building and scaling customer success organizations.

- Proven track record of developing and implementing successful customer success strategies that drive measurable results in customer retention and growth.

- Deep understanding of customer success principles, methodologies, and best practices.

- Exceptional leadership, coaching, and team-building skills.

- Excellent communication, interpersonal, and presentation skills, with the ability to influence at all levels.

- Strong analytical and problem-solving skills, with the ability to interpret data and derive actionable insights.

- Experience with CRM and customer success platforms (Salesforce, Gainsight, ChurnZero).

- Customer-centric mindset with a passion for delivering exceptional customer experiences.

- Strategic thinker with the ability to translate vision into actionable plans.

- Experience managing budgets and resources effectively.

- Ability to thrive in a fast-paced and dynamic environment.

Preferred Qualifications:

- Familiarity with various customer segmentation and engagement strategies.

- Experience implementing and leveraging customer feedback mechanisms.

- Knowledge of change management principles

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