Vice President of Customer Success

2 weeks ago

Noida, Uttar Pradesh, India RateGain Full time
Job Summary: We are seeking a highly skilled Vice President of Customer Success to lead our APMEA region and drive customer retention and growth. The ideal candidate will have a proven track record of developing and executing strategies to drive customer success outcomes, defining and optimizing customer lifecycles, and managing customer success activities.

Key Responsibilities:
• Drive customer success outcomes through implementing a customer-first approach and demonstrating the value of customer success from a business perspective.
• Establish OKRs, KPIs, customer metrics, and measurable scores to track the performance of the entire department.
• Increase renewal rates and reduce churn, expand revenue in accounts through cross-sell and up-sell, and influence future lifetime value through higher product adoption, customer satisfaction, and overall health scores.
• Define and optimize customer lifecycles by pinning down customer lifecycles, setting the reach-out process, channels, and touchpoints, mapping customer journeys, and developing listening points in journeys.
• Manage customer success activities, including onboarding, training, customer support, customer success management, renewals, cross-sell/up-sell, and measuring, reporting, and analyzing the effectiveness of CS initiatives.

Requirements:
• 15-20+ years of experience growing the business with proven performance and specific revenue goal achievement.
• In-depth understanding of hotel distribution technology, deep understanding of value drivers in recurring revenue business models, and business development knowledge and experience growing a business.
• Passion for learning, adaptability, team work, visionary mindset, strong empathy/obsession for customers, and passion for revenue and growth.
• Ability to manage influence through persuasion, negotiation, and consensus building, ability to read commercial contracts, and demonstrated desire for continuous learning and improvement.

What We Offer:
We are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

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