Associate Director-Customer Success
1 month ago
Company: Graphy
Job Overview:
The Associate Director of Customer Success at Graphy plays a pivotal role in ensuring that customers achieve their goals and maximize revenue potential through the platform. This role focuses on strategic account management, overseeing onboarding, and driving long-term customer satisfaction and success within a revenue-share model.
Key Responsibilities:
Customer Success Strategy & Revenue Growth
- Lead the Customer Success team in driving customer retention, growth, and satisfaction within a revenue-share framework.
- Identify upselling and cross-selling opportunities to increase revenue share with customers, ensuring alignment with customer goals.
- Develop and implement customer success strategies that enhance the customer lifecycle, from onboarding to renewal, aimed at achieving mutual revenue growth.
Onboarding Management
- Own the customer onboarding process, ensuring smooth transitions from sales to customer success.
- Design and oversee onboarding processes to help new customers quickly realize the value of Graphy’s platform.
- Collaborate with internal teams to customize onboarding experiences according to customer needs, industry standards, and business objectives.
Team Leadership & Development
- Mentor, manage, and grow the Customer Success team, fostering a customer-centric and results-driven culture.
- Conduct regular 1-on-1s, performance evaluations, and training sessions to ensure team alignment and goal achievement.
- Oversee account and team shuffling as needed to ensure equitable distribution of customer accounts.
Customer Retention & Satisfaction
- Proactively monitor customer health and develop strategies to address potential churn risks.
- Conduct quarterly business reviews (QBRs) to review revenue performance, discuss future growth plans, and demonstrate the value Graphy provides.
- Track key performance metrics, including Net Promoter Score (NPS) and revenue growth, to evaluate customer satisfaction and success.
Customer Advocacy & Feedback Loop
- Act as the voice of the customer within the organization, relaying customer feedback to product, support, and marketing teams.
- Work closely with cross-functional teams to ensure customer feedback is used to improve Graphy’s offerings, driving better retention and growth.
- Advocate for customer needs, working with product and technical teams to prioritize issues and product requests that enhance customer value and retention.
Reporting & Analytics
- Track and report on customer success metrics, including revenue growth, customer health, NPS, and customer satisfaction.
- Use analytics to identify trends, forecast customer growth, and drive data-informed decision-making.
- Provide insights and actionable reports to senior leadership on customer success performance and revenue metrics.
Required Qualifications:
- Proven experience in Customer Success, Account Management, or similar roles, preferably in a SaaS or revenue-share business model.
- Strong understanding of revenue-based partnerships and the unique needs of customers within this model.
- Exceptional communication, strategic thinking, and problem-solving skills.
- Demonstrated ability to lead, inspire, and grow customer-facing teams in a high-growth environment.
Preferred Qualifications:
- Experience in customer onboarding, account strategy, and team management.
- Background in education technology or a similar industry.
- Strong analytical skills and a data-driven approach to decision-making.
This role requires a proactive, strategic mindset focused on building lasting customer relationships, driving revenue, and maximizing customer satisfaction across the entire lifecycle. The Associate Director of Customer Success will be instrumental in scaling customer success at Graphy, directly impacting the company's growth trajectory.
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bangalore, India Graphy Inc. Full timeCompany: GraphyJob Overview:The Associate Director of Customer Success at Graphy plays a pivotal role in ensuring that customers achieve their goals and maximize revenue potential through the platform. This role focuses on strategic account management, overseeing onboarding, and driving long-term customer satisfaction and success within a revenue-share...
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bangalore, India Graphy Inc. Full timeCompany: Graphy Job Overview: The Associate Director of Customer Success at Graphy plays a pivotal role in ensuring that customers achieve their goals and maximize revenue potential through the platform. This role focuses on strategic account management, overseeing onboarding, and driving long-term customer satisfaction and success within a revenue-share...
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