Customer Success Strategy

2 weeks ago

Pune, Maharashtra, India Mindtickle Full time
Job Description

Who We Are
Mindtickle is the market-leading revenue productivity platform that combines on-the-job learning and deal execution to get more revenue per rep. Mindtickle is recognized as a market leader by top industry analysts and is ranked by G2 as the #1 sales onboarding and training product. We're honoured to be recognized as a Leader in the first-ever Forrester Wave: Revenue Enablement Platforms, Q3 2024

Job Snapshot
This is a pivotal, execution-focused role that blends strategic leadership with operational excellence in a rapidly expanding B2B SaaS landscape. Reporting directly to the Strategy and Operations Head, you will serve as the Chief of Staff to the Founder and Chief Customer Experience Officer (CXO). This role requires strong strategic insight, operational discipline, and the ability to navigate ambiguity, driving initiatives that enhance customer experiences while aligning with the company's overarching goals. You will oversee operations for the India and US Customer Success teams, manage customer support, and lead Sales and Customer Success enablement. Additionally, you will collaborate closely with the directors of each team to ensure seamless execution and customer satisfaction.

This role reports to the Strategy and Operations Head but works closely with the Founder and CXO, ensuring day-to-day alignment on priorities and execution.

What's in it for you

- Strategic Support
- Partner with the Founder and CXO to define, refine, and execute the customer experience (CX) strategy, ensuring alignment with overall company objectives.
- Assist in setting OKRs and monitoring progress across CX-related initiatives.
- Evaluate industry trends and competitors to identify opportunities for innovation and differentiation in CX.
- Operational Execution
- Build and optimize processes to improve customer journeys, support operations, and satisfaction metrics.
- Drive operational excellence by ensuring CX teams have clear priorities, actionable plans, and the resources needed to execute efficiently.
- Coordinate with cross-functional teams (e.g., Product, Sales, R&D) to embed customer-centricity across the organization.
- Problem Solving & Decision Support
- Analyze data and customer feedback to identify pain points and propose actionable solutions.
- Prioritize and escalate critical decisions to the Founder and CXO, providing data-backed recommendations.
- Drive structured problem-solving sessions to address urgent or ambiguous challenges in the CX domain.
- Founder & CXO Collaboration
- Act as a trusted advisor to the Founder and CXO, surfacing key updates and decisions on a daily/weekly basis.
- Prepare concise reports, dashboards, and presentations to facilitate decision-making and communication with stakeholders.
- Lead strategic projects and special initiatives directly assigned by the Founder or CXO.
- Customer Advocacy
- Serve as a champion for the customer, ensuring their voice is central to all business decisions.
- Collaborate on designing systems to capture, analyze, and act on customer insights effectively.

We'd love to hear from you, if you:

- Have 3+ years of experience in Tier-1 consulting or strategy-focused roles (e.g., BCG, McKinsey, Bain, etc.), with 1-2 years in startups or tech, ideally in a CEO's or Founder's office, or in Strategy & Operations roles.
- Possess entrepreneurial experience, with previous roles as a founder being a strong plus.
- Hold a B1/B2 Visa for the US.
- Demonstrate strategic thinking with the ability to visualize the big picture and outline actionable steps to achieve goals.
- Showcase operational expertise, with a proven track record of structuring processes, driving execution, and delivering measurable outcomes.
- Exhibit strong analytical skills, with proficiency in data-driven decision-making and problem-solving.
- Have exceptional stakeholder management abilities, with excellent communication and collaboration skills across all organizational levels.
- Bring business acumen and customer engagement experience, working with customers to improve business KPIs.
- Possess a proactive, resourceful mindset, thriving in fast-paced, high-pressure environments.
- Excel in breaking down complex challenges and arriving at practical, actionable solutions.
- Maintain a strong ownership mindset, with a history of accountability and delivering results.
- Adapt quickly to changing priorities, comfortable with ambiguity, and able to pivot as needed.

Our culture & accolades
As an organization, it's our priority to create a highly engaging and rewarding workplace. We offer tons of awesome perks and many opportunities for growth.

Our culture reflects our employee's globally diverse backgrounds along with our commitment to our customers, and each other, and a passion for excellence. We live up to our values, DAB, Delight your customers, Act as a Founder, and Better Together.

Mindtickle is proud to be an Equal Opportunity Employer.

All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, national origin, disability, protected veteran status, or any other characteristic protected by law.

Your Right to Work - In compliance with applicable laws, all persons hired will be required to verify identity and eligibility to work in the respective work locations and to complete the required employment eligibility verification document form upon hire.

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