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Customer Success Lead
2 months ago
Experience: 7 to 10 years
Location: Bangalore
Education: MBA from a top-tier business school
Industry: SaaS / Technology / B2B
About the Role
We are seeking a highly motivated and experienced Senior Manager of Customer Success to lead and drive customer happiness, retention, and success metrics at Aerchain. This role requires a strategic leader with a proven track record in managing high-dependency customer relationships, driving customer satisfaction, and leading large teams. The ideal candidate will have experience in setting KPIs, supporting automation initiatives, and conducting effective business reviews to ensure customers derive maximum value from our products.
Key Responsibilities
Customer Relationship Management:
Lead and manage key customer relationships, ensuring customer satisfaction and trust. Handle high-dependency customer accounts by acting as the primary point of contact and understanding their business goals and challenges.
Team Leadership & Management:
Build, mentor, and manage a high-performing customer success team. Drive a culture of customer-centricity, continuous learning, and performance excellence. Scale and manage a team to support the growing customer base effectively.
KPI and Review Mechanisms:
Establish and implement Key Performance Indicators (KPIs) to monitor the health of customer relationships and the success of the customer success team. Conduct regular performance reviews and provide actionable feedback to the team.
Customer Success Metrics:
Define, monitor, and report on critical customer success metrics such as Net Promoter Score (NPS) and Customer Satisfaction (CSAT) . Use data-driven insights to make informed decisions and take corrective action where necessary.
Business Reviews:
Lead Monthly and Quarterly Business Reviews (MBRs/QBRs) with customers to review progress, discuss their objectives, and identify opportunities for upselling or renewing contracts. Present success metrics and ensure alignment with customer goals.
Automation Support:
Drive and support automation initiatives to streamline customer onboarding, product adoption, and issue resolution processes. Collaborate with product and engineering teams to implement solutions that improve the customer experience.
Customer Happiness & Success:
Continuously work to enhance customer happiness by identifying and addressing any pain points in their experience with the product. Develop and execute strategies to improve overall customer engagement, retention, and expansion.
Cross-Functional Collaboration:
Work closely with sales, product, engineering, and support teams to ensure customer feedback is captured and acted upon. Collaborate on delivering a seamless and consistent customer experience.
Requirements
Education:
MBA from a top-tier business school.
Experience:
7 to 10 years of experience in Customer Success , Account Management , or a similar role, preferably in the SaaS/Technology industry.
Proven track record of managing large teams and building scalable processes.
Experience managing customers with high dependency on product functionality and support.
Leadership Skills:
Demonstrated ability to lead large teams, set clear goals, and foster a performance-driven environment. Strong experience in setting and reviewing KPIs to ensure team effectiveness.
Customer-Centric Mindset:
Deep understanding of customer success principles and the ability to drive customer satisfaction and retention through proactive engagement and support.
Analytical & Strategic Thinking:
Ability to measure, analyze, and report on customer success metrics such as NPS and CSAT. Use data to make informed decisions that drive better customer outcomes.
Automation and Process Improvement:
Experience in supporting or leading automation initiatives that enhance efficiency and customer experience. Familiarity with customer success tools and CRM systems.
Strong Communication Skills:
Excellent communication, presentation, and interpersonal skills. Capable of handling high-stakes customer meetings, including MBRs/QBRs.
