Customer Success Manager

1 day ago


Gurgaon, Haryana, India Builder Full time

About the Role

We are seeking a seasoned Customer Success Team Lead to join our Store product team at Builder. As a key member of our Customer Success organization, you will be responsible for leading a team of Customer Success Managers to ensure the ongoing success of our customers using our Studio Store products.

About Studio Store

Studio Store is Builder's app store for small businesses, enabling them to take their business online quickly and affordably. Our store offers ready-to-launch full-featured apps with full aftercare and cloud hosting support.

Responsibilities

  • Inspire, lead, and create an environment with high engagement where your team can reach their full potential.
  • Coach and develop a team of Customer Success Managers, providing feedback on their performance and development opportunities.
  • Ownership of 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 the customer base.
  • 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 the Ecosystem relevant to customer needs.
  • Share voice of the customer insights and feedback with relevant stakeholders.
  • Review customer complaints and concerns and seek to improve the overall customer experience.

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 is key.
  • 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 according to company standards.

Benefits

  • Attractive quarterly discretionary variable pay dependent on your role.
  • Stock options in a $450 million funded Series D 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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