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Head of Customer Success

1 month ago

Mohali, Punjab, India Jungleworks Full time

Job Title: Head of Customer Success
Job Location: Remote

Job Summary:

The Head of Customer Success is responsible for developing and implementing customer-centric strategies to drive revenue growth, customer retention, and upsell/cross-sell opportunities. This leadership role requires managing a team of Customer Success professionals, ensuring the success of all customer-facing activities, and driving consistent revenue growth.


Key Responsibilities:
  • Drive Customer Success Outcomes: Develop and track key performance indicators (KPIs) and objectives (OKRs) to measure customer success, and focus on owning revenue generation through customer success management by driving upsell, cross-sell, and renewals on a monthly basis.
  • Define and Optimize Customer Lifecycle: Map and optimize customer journeys, develop feedback mechanisms, standardize processes for each stage, create segment-specific strategies, and continuously seek improvement opportunities.
  • Manage Customer Success Activities: Oversee onboarding, training, and support, manage customer success teams, and measure and analyze the effectiveness of initiatives to ensure consistent revenue growth.

Qualifications:
  • Knowledge: Deep understanding of the SaaS industry, recurring revenue models, and business development.
  • Education & Work Experience: Over 10 years in business growth with proven revenue achievement, including a blend of post-sale and sales experience, and the ability to create and execute strategic initiatives.
  • Behavior: Passionate about continuous learning, adaptable, and a visionary mindset.
  • Skills: Strong customer empathy, analytical, and process-oriented with excellent communication and customer engagement abilities.
  • Abilities: Skilled in influence and negotiation with the capability to understand commercial contracts and a commitment to continuous improvement.
  • Sales and Revenue: Proven experience in upsell and cross-sell strategies with a strong drive to pursue and close renewals revenue opportunities.

This role is ideal for a seasoned professional with a passion for customer success and a proven track record of driving revenue growth. If you are a strategic thinker with excellent leadership and communication skills, we encourage you to apply.