Customer Success Manager
2 weeks ago
About the Role
We're looking for a seasoned Customer Success Team Lead to join our team at Builder, a fast-growing scale-up company that's revolutionizing app building. As a key member of our Customer Success team, you'll play a vital role in ensuring the ongoing success of our customers using our Studio Store products.
About Studio Store
Studio Store is Builder's app store for small businesses, designed to help them take their business online quickly and affordably. Our store offers ready-to-launch, full-featured apps that can be launched in as little as two weeks, with full aftercare and cloud hosting support.
Responsibilities
- Inspire and lead a high-performing team of Customer Success Managers, setting the direction and vision for your team to deliver against our goals.
- Coach and develop your team members, providing feedback on their performance and identifying development opportunities.
- Own the onboarding process, ensuring customer onboarding activities are completed within the target timeframe.
- Collaborate cross-functionally with Sales and Product teams to reduce time to value for all customers in your portfolio.
- Support the team to define and implement best-practice customer training and enablement programs to drive customer product adoption and advocacy.
- Provide effective ongoing support and resolve customer queries in a timely manner to drive continued product success.
- Cross-sell and upsell services and products from our Ecosystem that are relevant to customer needs.
- Share voice of the customer insights and feedback with relevant stakeholders.
- Review customer complaints and concerns, seeking to improve the overall customer experience.
- Support the team to conduct weekly and monthly reviews of core customer success KPIs to ensure your portfolio of customers are hitting their health metrics.
Requirements
- Proven work experience as a Customer Success Team Lead or Manager, managing and coaching a team of Customer Success and Support Managers.
- Proven experience of scaling the approach to managing a large customer base.
- Ability to multitask while maintaining attention to detail.
- Experience working with brand image and promoting value through customer experience.
- Exceptional ability to communicate and foster positive business relationships.
- Experience working with data to understand trends and formulate action plans.
- Accountability, personal organization, and a high degree of customer empathy are essential.
- Experience in managing a diverse group and training each member according to company standards.
Benefits
- Attractive quarterly discretionary variable pay dependent on your role.
- Stock options in a $450 million funded scale-up company.
- Hybrid working.
- 24 days annual leave + public holidays.
- 2 x Builder family days each year.
- Time off between Christmas and New Year.
- Generous Referral Bonus scheme.
- Fully funded Private Medical Insurance.
- Free lunch at our state-of-the-art working environment in Gurugram.
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