Customer Success Strategist

5 days ago

Mumbai, Maharashtra, India Zaggle Full time
Lead - Customer Success

About Us:

Zaggle is a leading B2B2C SaaS FinTech company that digitizes spends to drive growth and unlock value through automated and innovative workflows.

We offer corporates a unified software cum payments platform for employee expense, benefits, rewards, vendor payments, and channel incentives. Our platform solutions are sector-agnostic, covering BFSI, Technology, Healthcare, Manufacturing, FMCG, Infrastructure, and Automobile industries.

Our network of corporate customers includes TATA Steel, Persistent Systems, Toshiba, Inox, Pitney Bowes, Wockhardt, PCBL (RP –Sanjiv Goenka Group), and Greenply Industries.

Visit us at www.zaggle.in to know more about us

Roles and Responsibilities:

  • Lead, mentor, and coach a team of CSMs to ensure high performance, customer satisfaction, and professional growth.
  • Identify and drive opportunities for upselling and cross-selling, working closely with the sales team to expand customer accounts.
  • Develop and implement best practices and processes to ensure efficiency and consistency in customer interactions.
  • Conduct regular one-on-one meetings with team members to provide feedback, set goals, and support development.
  • Work closely with senior leadership to align customer success initiatives with overall company goals and product roadmap.
  • Monitor customer health metrics (e.g., usage, satisfaction, adoption rates) and proactively address potential issues.
  • Collaborate with Account Managers and Sales teams to ensure smooth transitions from sales to onboarding and ongoing account management.
  • Oversee the end-to-end customer lifecycle, ensuring seamless onboarding, product adoption, and ongoing support.
  • Actively manage and resolve escalated customer issues, collaborating with other teams as needed to ensure timely resolutions.
  • Collaborate with Product, Marketing, and Sales teams to ensure alignment on customer needs, product features, and go-to-market strategies.
  • Provide feedback to the product team based on customer insights and ensure that customers are informed about product updates and new features.
  • Work closely with the support team to ensure customers are receiving the necessary help and solutions to any issues they encounter.

Qualification:

  • Bachelors and/or MBA.

Must Have's:

  • 12+ years in a customer success, account management, or related role, with at least 5+ years of experience in a leadership or management position.
  • Proven track record of driving customer satisfaction, retention, and growth in a B2B or SaaS environment.
  • Strong leadership and team management skills with a passion for coaching and developing talent.
  • Exceptional communication and interpersonal skills, with the ability to engage and influence senior-level stakeholders.
  • Analytical mindset with the ability to use data to drive decisions and measure performance.
  • Ability to manage multiple priorities in a fast-paced environment while maintaining a customer-first approach.
  • Deep understanding of customer success methodologies, best practices, and industry trends.
  • Familiarity with customer success software and CRM tools (e.g., Gainsight, Salesforce, Zendesk, HubSpot, etc.).
  • Problem-solving orientation with the ability to think strategically and tactically.
  • Empathy and emotional intelligence, with the ability to navigate complex customer challenges.

Estimated Salary: ₹40 Lakhs - ₹50 Lakhs per annum.

Benefits:

  • Opportunity to work with a leading B2B2C SaaS FinTech company.
  • Chance to lead and mentor a team of CSMs.
  • Scope to drive customer satisfaction, retention, and growth.
  • Opportunity to collaborate with cross-functional teams.

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