Customer Success Lead

3 weeks ago

Hyderabad, India Froogal.ai Full time

Company Overview:


Froogal is a rapidly growing SaaS company specializing in loyalty, customer engagement, and CRM solutions. We provide cutting-edge technology to help businesses build meaningful customer relationships, enhance customer retention, and drive sustainable growth. With a strong focus on the restaurant, retail, and consumer brand sectors, we are looking for a dynamic individual to lead our Customer Success team, ensuring top-notch service and strategic alignment with our clients’ goals.


Position Overview:


As the Lead - Customer Success, you will be responsible for guiding and developing the Customer Success team, ensuring that our clients achieve maximum value from Froogal’s platform. You will lead all post-sales customer interactions, working closely with clients to understand their business goals, delivering strategic value, and optimizing customer satisfaction, retention, and growth.


Key Responsibilities:


Client Relationship Management:

  • Develop strong, trusted relationships with key stakeholders, decision-makers, and senior executives of our top-tier clients.
  • Ensure ongoing success by aligning Froogal’s solutions with customer objectives.
  • Act as the primary point of contact for escalated client issues and concerns, ensuring timely resolution.


Customer Success Strategy:

  • Define and implement scalable customer success strategies to drive retention, expansion, and renewals.
  • Work with clients to understand their business objectives and create success plans to meet and exceed their goals using Froogal’s products and services.
  • Lead customer health monitoring initiatives, utilizing data insights and feedback to optimize customer engagement.


Team Leadership & Development:

  • Lead, mentor, and coach the Customer Success team, fostering a client-first mentality.
  • Establish performance metrics and goals, monitoring team performance against KPIs such as churn reduction, upsell/cross-sell revenue, and customer satisfaction (NPS, CSAT).
  • Build a high-performance culture that focuses on driving results and delivering exceptional customer experiences.


Client Onboarding & Implementation:

  • Oversee the onboarding and implementation process, ensuring clients are effectively integrated into the Froogal ecosystem.
  • Collaborate with cross-functional teams (Sales, Product, Engineering, etc.) to drive product adoption, ensuring clients fully realize the value of Froogal’s platform.


Retention & Growth:

  • Drive client retention through consistent engagement, identifying upsell and cross-sell opportunities to expand Froogal’s footprint within each account.
  • Proactively identify and resolve issues to reduce churn and increase customer satisfaction and lifetime value.
  • Support renewal conversations and Partner with Sales for negotiations.


Product & Customer Feedback Loop:

  • Act as the voice of the customer, collaborating with the Product and Engineering teams to share customer feedback, drive product improvements, and ensure Froogal’s product aligns with market needs.
  • Monitor industry trends and ensure customers are educated on the latest features, updates, and best practices.


Reporting & Analytics:

  • Provide regular updates and reports on customer health, usage metrics, and overall satisfaction to the executive team.
  • Develop case studies and success stories showcasing how customers have successfully leveraged Froogal to achieve their goals.


Key Requirements:


  • 4+ years of experience in customer success, account management, or client services, preferably within a SaaS environment.
  • Proven experience leading and managing a Customer Success or Account Management team.
  • Demonstrated success in driving customer engagement, satisfaction, retention, and growth.
  • Strong understanding of CRM, loyalty programs, and customer engagement technologies.
  • Excellent interpersonal, communication, and presentation skills.
  • Strong problem-solving abilities and a proactive, results-driven attitude.
  • Experience working with cross-functional teams, including Sales, Product, and Engineering.
  • Exceptional project management skills, with the ability to manage multiple client engagements simultaneously.
  • Familiarity with customer success tools, CRM platforms, and data analytics.


Preferred Qualifications:


  • Experience working with industries like restaurants, retail, wellness, or consumer brands.
  • Expertise in building scalable customer success processes and strategies.
  • Ability to navigate complex client relationships and influence stakeholders at all levels.

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