Customer Success Strategist for SaaS Growth

5 days ago

India Mihup Full time

Drive Customer Value and Revenue Expansion with Mihup

We are seeking a seasoned Cross-Functional Leader to spearhead our customer success efforts, focusing on driving customer lifetime value, revenue expansion, and business growth.

Mihup is an AI-powered conversation intelligence platform that provides real-time personalized insights to contact center agents. Our team is composed of engineers, machine learning scientists, and product specialists from leading institutions, backed by reputable investors such as Accel Partners and Ideaspring Capital.

The ideal candidate will possess a strong strategic vision for the customer experience and customer support, with the ability to communicate effectively with individuals, teams, partners, and industry-level events.

Key Responsibilities:

  • Lead, expand, and mentor the Customer Success teams by setting strategies, prioritizing tasks, hiring, training, and developing a world-class team.
  • Drive customer lifetime value by defining the customer journey, deploying programs to help drive business value with customers, customer goal achievement, new features, and new use-cases.
  • Influence future lifetime value through higher product adoption, customer satisfaction, and overall health scores.
  • Manage and nurture executive relationships with customers, including management of executive-level escalations.
  • Represent the voice of the customer and influence internal stakeholders by promoting a customer-centric mindset across the organization.
  • Architect the customer success organization and solutions to leverage and scale in support of our revenue ambitions, including striking the right balance for the services and support offered to our range of customer segments.

Requirements:

  • A true love for customers.
  • Demonstrated progressive experience in a Customer Success/Sales leadership role for a SaaS solution with proof of value add.
  • Technical and SaaS experience and an ability to speak to technical customers in their language.
  • A strong strategic vision for the customer experience and customer support.
  • A strong customer advocate with the ability and willingness to engage directly with customers.
  • Ability to communicate well with individuals, teams, partners, and at industry level events.
  • A track record of developing and mentoring great talent, and building and motivating high achieving teams.
  • The skills to be a data-driven decision maker, with a willingness to experiment and iterate.
  • Understanding of the balance between internal services, external partners, and how to use both effectively to support customers and grow quickly.
  • Effective and productive collaborator to drive cross-functional initiatives.
  • Empathy, humility, and listening skills.
  • Ability to travel if needed and comply with the company's travel policy.

Compensation:

We offer a competitive compensation package estimated at $120,000 - $180,000 per annum, commensurate with qualifications and experience.

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