Head of Customer Sucess

2 weeks ago


ajit, India Jungleworks Full time

Job Title : Head of Customer Success
Job Location : Mohali

Job Summary:

The Head of Customer Success is tasked with crafting and implementing strategies to boost customer retention and drive revenue through upsell crosssell and renewals. This leadership position requires managing a team of Customer Success Leads and Executives ensuring the success of all Customer Success activities and outcomes.

Key Responsibilities:
  • Drive Customer Success Outcomes: Implement a customerfirst approach by setting and tracking OKRs and KPIs and focus on owning revenue generation through Customer Success Management by driving upsell crosssell and renewals on a monthly basis.

  • Define and Optimize Customer Lifecycle: Map and optimize customer journeys develop feedback mechanisms standardize processes for each stage create segmentspecific strategies and continuously seek improvement opportunities.

  • Manage Customer Success Activities: Oversee onboarding training and support manage customer success teams and measure and analyze the effectiveness of initiatives to ensure consistent revenue growth.

Qualifications:

  • Knowledge: Deep understanding of the SaaS industry recurring revenue models and business development.

  • Education & Work Experience: Over 10 years in business growth with proven revenue achievement including a blend of postsale and sales experience and the ability to create and execute strategic initiatives.

  • Behavior: Passionate about continuous learning adaptable and a visionary mindset.

  • Skills: Strong customer empathy analytical and processoriented with excellent communication and customer engagement abilities.

  • Abilities: Skilled in influence and negotiation with the capability to understand commercial contracts and a commitment to continuous improvement.

  • Sales and Revenue: Proven experience in upsell and crosssell strategies with a strong drive to pursue and close renewals revenue opportunities.


Drive Customer Success Outcomes: Implement a customer-first approach by setting and tracking OKRs and KPIs, and focus on owning revenue generation through Customer Success Management by driving upsell, cross-sell, and renewals on a monthly basis. Define and Optimize Customer Lifecycle: Map and optimize customer journeys, develop feedback mechanisms, standardize processes for each stage, create segment-specific strategies, and continuously seek improvement opportunities. Manage Customer Success Activities: Oversee onboarding, training, and support, manage customer success teams, and measure and analyze the effectiveness of initiatives to ensure consistent revenue growth.

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