Customer Success Leader

1 day ago

Mumbai, Maharashtra, India beBeeCustomer Full time ₹ 2,00,00,000 - ₹ 2,50,00,000

Customer Experience Champion

We are seeking a seasoned Customer Experience Champion to spearhead our customer success initiatives. This key role will be responsible for crafting and executing a comprehensive strategy to drive customer satisfaction, retention, and loyalty.

Main Responsibilities:

  • Craft and implement a customer-centric approach to improve satisfaction, retention, and lifetime value.
  • Manage the entire post-sales journey, including handling order-related queries, returns, and escalations.
  • Establish seamless support and communication processes to help customers understand and effectively utilize our products.
  • Monitor and follow up on cart drop-offs, return patterns, and delivery issues to reduce friction and improve conversion.
  • Build and maintain strong relationships with customers by tracking their health, identifying potential issues early, and resolving problems before they escalate.
  • Lead and support the customer support team, providing guidance, improving response quality, and fostering a customer-first culture.
  • Analyze data from tickets, feedback, and behavior to spot trends, reduce complaints, and suggest fixes for operations or product gaps.
  • Present customer experience insights and key metrics (such as NPS, resolution time, and satisfaction score) to internal teams.

Requirements:

  • 5+ years of experience in customer success, account management, or related fields, with at least 3 years of team management experience.
  • A proven track record of improving customer satisfaction, retention, and lifetime value.
  • Strong experience in building and scaling customer success teams.
  • Excellent interpersonal and communication skills, with the ability to build relationships at all levels.
  • Strong problem-solving skills and a customer-centric mindset.
  • Proficiency in CRM software, customer success platforms, and data analytics tools.
  • Experience working cross-functionally with product, sales, and marketing teams.

KPIs:

  • Customer satisfaction scores (CSAT, NPS)
  • Customer retention and churn rates
  • Customer lifetime value (CLV)
  • Upsell and cross-sell success rates
  • Onboarding time and customer adoption rates
  • Response and resolution time for customer issues

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