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Customer Success Director

1 month ago

Bengaluru, Karnataka, India Cropin Full time
Customer Success Lead

About the Company

Cropin is a leading agricultural technology company that aims to revolutionize farming practices through innovative solutions.

We are seeking an experienced customer-facing professional to drive our customer success strategy and lead our team to achieve exceptional results.

Job Summary:

The successful candidate will be responsible for developing and executing a customer success strategy that drives revenue growth, increases customer satisfaction, and retains customers. They will also lead a team of customer success managers and ensure operational excellence.

Key Responsibilities:

  • Strategic Leadership & Team Management:
    • Develop and execute a customer success strategy that aligns with business objectives
    • Lead and mentor a team of customer success managers to exceed performance goals and KPIs
    • Conduct regular performance reviews and support team members' professional development
    • Define and track team objectives, providing regular feedback and guidance
  • Customer Health & Success:
    • Maintain portfolio health with a focus on achieving an NPS score of 40 or higher
    • Develop and align long-term account plans through stakeholder discussions
    • Implement and monitor Customer Health Score tracking systems
    • Act as an escalation point for customer issues
  • Revenue Growth & Retention:
    • Drive 100% contract renewal rate within 30 days of expiry
    • Identify and pursue opportunities to increase share of wallet
    • Partner with sales teams to support upsell and cross-sell initiatives
    • Ensure proper documentation of ROI for customer contract renewals
  • Operational Excellence:
    • Develop and maintain customer success playbooks and best practices
    • Establish quality standards and implement quarterly improvement initiatives
    • Create and maintain knowledge repository for team reference
    • Drive customer advocacy through case studies and testimonials

Required Qualifications:

  • 8+ years of experience leading customer-facing teams in a SaaS environment
  • Proven experience of leading team of 3-5
  • Proven track record of managing and scaling customer success operations
  • Strong understanding of customer success metrics, KPIs, and best practices

Preferred Qualifications:

  • Experience working with enterprise / strategic accounts
  • Track record of driving customer expansion and revenue growth

Salary: The salary range for this role is between $120,000 - $180,000 per annum, depending on experience and qualifications. This estimate is based on national averages and may vary depending on location.