Customer Success Strategist
1 day ago
Zaggle is a pioneering B2B2C SaaS FinTech company, revolutionizing spend management through cutting-edge workflows and innovative solutions. As a market leader in the space, we are committed to driving growth and unlocking value for our clients.
We offer a unified platform for employee expenses, benefits, rewards, and vendor payments, catering to various industries including BFSI, Technology, Healthcare, Manufacturing, FMCG, Infrastructure, and Automobile. Our partnerships with leading banks enable us to provide a range of payment instruments, ensuring flexibility and convenience.
Our PlatformSector-agnostic and form factor agnostic, our platform solutions cater to the diverse needs of our corporate customers. With a network spanning multiple sectors, we have established relationships with prominent companies like TATA Steel, Persistent Systems, Toshiba, Inox, Pitney Bowes, Wockhardt, PCBL, and Greenply Industries.
Job DescriptionAs a Customer Success Strategist, you will be responsible for leading a team of CSMs, ensuring high performance, customer satisfaction, and professional growth. You will identify opportunities for upselling and cross-selling, collaborating closely with the sales team to expand customer accounts.
You will develop and implement best practices and processes to ensure efficiency and consistency in customer interactions. Regular one-on-one meetings with team members will be conducted to provide feedback, set goals, and support development. Your role will also involve working closely with senior leadership to align customer success initiatives with overall company goals and product roadmap.
You will monitor customer health metrics (e.g., usage, satisfaction, adoption rates) and proactively address potential issues. Collaboration with Account Managers and Sales teams will ensure smooth transitions from sales to onboarding and ongoing account management.
Responsibilities include overseeing the end-to-end customer lifecycle, ensuring seamless onboarding, product adoption, and ongoing support. You will actively manage and resolve escalated customer issues, collaborating with other teams as needed to ensure timely resolutions.
A strong analytical mindset, with the ability to use data to drive decisions and measure performance, is essential for this role. Experience in customer success, account management, or related fields, along with a proven track record of driving customer satisfaction, retention, and growth, is required.
Requirements- Bachelor's and/or MBA degree
- 12+ years in a customer success, account management, or related role, with at least 5+ years of experience in a leadership or management position
- Proven track record of driving customer satisfaction, retention, and growth in a B2B or SaaS environment
- Strong leadership and team management skills with a passion for coaching and developing talent
- Exceptional communication and interpersonal skills, with the ability to engage and influence senior-level stakeholders
- Analytical mindset with the ability to use data to drive decisions and measure performance
Benefits include competitive compensation, comprehensive training, and opportunities for professional growth and development. A dynamic work environment, flexible work arrangements, and access to cutting-edge technology are also offered.
This is an exciting opportunity to join a pioneering company that is shaping the future of spend management. If you are a results-driven individual with a passion for customer success, please apply.
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