Strategic Customer Success Team Lead

2 days ago

Hyderabad, Telangana, India beBeeCustomer Full time ₹ 1,50,00,000 - ₹ 2,50,00,000
Job Overview

An Associate Manager in Customer Success will lead the management of CSA teams in a Center of Excellence. This role focuses on team performance, leadership requirements, and activities. The successful candidate engages with customers to ensure they derive value from products and solutions.

Key Responsibilities
  • Work closely with functional leaders to drive prospecting strategies and risk management.
  • Coach & Mentor teams in performing duties effectively.
  • Lead and Manage Customer Success teams and provide guidance & mentorship.
  • Develop strategic plans for Customer Success in alignment with overall business objectives.
  • Identify process improvements and bring efficiency.
  • Act as a strong advocate for customers and ensure their needs & concerns are addressed.
  • Monitor team performance and take corrective actions.
  • Implement career development and growth opportunities for team members.
  • Hire talent according to needs & groom them to succeed.
Performance Goals
  • Retained Revenue.
  • 95% Case Resolution should be resolved within 30 days.
  • Improve on First Contact Resolution time.
  • Adherence & Measure internal SLA and Quality Audit.
  • Keep attrition below 15%
  • Accurate forecast for each quarter that is within 5% of GRR, RRR.
  • Work toward renewals and achieve or exceed plan of 92.5% GRR and 96% ARR.
Requirements
  • High attention to detail with working knowledge of reporting and analytics solutions.
  • Strong knowledge and experience in CSA (Customer Success Associate) activities.
  • High level of agility and ability to manage change effectively.
  • Demonstrable ability to communicate, present, and influence credibly and effectively at all organizational levels.
  • Experience improving customer experience and driving increased retention and growth.
  • Proven track record of managing and leading Customer Success teams while dealing with global clients.
  • Expertise in team building, coaching, and developing talent within Customer Success.
  • Strong leadership and team management skills.
  • Experience managing large volumes of uncovered or low-touch customers is desirable.
  • Proficiency with Salesforce: The Customer Company or experience with any CRM tool.
  • Experience working in a software company, particularly in renewals, retention, or customer success departments.
  • Hands-on experience in resolution and escalation management.
Qualifications
  • Bachelor's Degree, preferably in business or a related field.
  • 10-13 years of overall industry experience, including 7+ years in Customer Success, Account Management, and Renewals.
  • Proven experience managing Customer Success teams of approximately 10 members directly.
  • 5+ years of experience in managerial roles.
  • Experience working in large-scale organizations with diverse teams and processes.
  • Excellent analytical, critical thinking, problem-solving, interpersonal, and relationship-building skills.

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