Customer Success and Delivery Leadership Position

3 days ago


Bengaluru, Karnataka, India Mihup Full time
About the Role

Mihup is looking for a seasoned leader to drive customer success and delivery initiatives. As Head of Customer Success and Delivery, you will be responsible for leading both customer success teams and delivery operations to ensure our clients achieve their desired outcomes.

Key Responsibilities
  • Customer Success Management
    • Lead and mentor the Customer Success team to ensure client satisfaction, retention, and revenue growth.
    • Define and enhance the customer journey, aligning with business goals, product utilization, and customer success.
    • Build and maintain executive-level relationships with clients, managing escalations and identifying growth opportunities.
    • Drive customer lifetime value through increased product adoption, satisfaction, and overall health scores.
    • Advocate for the customer internally, fostering a customer-centric mindset across the company.
  • Delivery Management
    • Lead the Delivery team to ensure seamless implementation of Mihup's solutions, aligning with client specifications and project timelines.
    • Develop strategic plans for efficient resource allocation, project management, and delivery processes.
    • Ensure quality standards, mitigate risks, and resolve issues to maintain project timelines.
    • Foster strong relationships with cross-functional teams to ensure cohesive project execution.
    • Track delivery performance metrics to identify areas for improvement.
Requirements
  • 5+ years of experience in a leadership role within Customer Success, Delivery, or related functions, preferably in a SaaS company.
  • Proven experience in managing end-to-end client delivery, ensuring high levels of customer satisfaction.
  • Strong business acumen, with the ability to understand client needs and align solutions accordingly.
  • Demonstrated success in building and scaling teams and processes to meet business goals.
  • Technical acumen and understanding of AI/ML-powered SaaS platforms is a plus.


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