Director of Customer Retention

3 weeks ago

India Native Teams Full time

Native Teams is a pioneering fintech platform dedicated to streamlining work payments, employment, and tax management solutions for freelancers and remote workers worldwide.

We are seeking an accomplished Director of Customer Retention to bring their expertise in customer success and drive our product's adoption and usage globally.

This is a unique opportunity to join a fast-growing startup with a dynamic work environment that encourages personal and professional growth. As part of our team, you'll be working on projects that have the potential to impact millions of lives worldwide.

The ideal candidate will have a strong passion for customer support, improving customer experience, and developing strategies to increase customer loyalty and satisfaction.

Key Responsibilities:

  • Develop and implement a comprehensive customer engagement strategy to boost customer retention, loyalty, and satisfaction.
  • Collaborate with cross-functional teams (Product, Sales, Operations, Legal, Finance) to integrate customer insights into product development and overall enhancements.
  • Lead, develop, and inspire the Customer Success, Support, and Account Management teams, providing guidance, setting goals, and implementing training programs to ensure exceptional service delivery.
  • Utilize data analytics to gain insights into customer behavior and trends, leveraging these insights to enhance customer experience (CSAT, Handle Time, First Response, NPS).
  • Oversee and ensure that the team's performance metrics and KPIs are met, including customer onboarding, activation, adoption, value realization, and NPS.
  • Drive initiatives to increase customer engagement, product adoption, and overall satisfaction.
  • Work closely with the Native Teams leadership team on cross-functional projects and provide valuable insights regarding the current customer base.
  • Engage with diverse stakeholders, including economic buyers, champions, and daily users, to drive adoption and value realization.

Requirements:

  • Bachelor's degree in Business, Marketing, or a related field; MBA preferred.
  • Proven experience in a leadership role within customer success or account management, preferably in the fintech industry.
  • Strong understanding of financial technology trends and customer needs in the fintech market.
  • Exceptional leadership and team management skills.
  • Excellent communication and interpersonal skills.
  • Analytical mindset with the ability to use data-driven insights to inform decisions.
  • Demonstrated success in building and maintaining strong, long-term customer relationships.
  • Fluency in English, with strong negotiation and presentation skills.
  • Thriving in a fast-paced collaborative environment, valuing autonomy and transparency.
  • A 'default to action' mentality and being a self-starter, deeply motivated to deliver results.

Benefits:

  • Dynamic and interesting work in a cutting-edge fintech startup.
  • Influence the next stages of our growth and expansion.
  • Flexible work environment.
  • Competitive salary: $120,000 - $180,000 per annum, depending on experience.
  • Experience working in the ever-changing world of fintech.
  • Opportunities for professional and personal growth.
  • Addition employee benefits.

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