Head of Customer Sucess

3 months ago

Sahibzada Ajit Singh Nagar, India Jungleworks Full time

JobTitle:Head of Customer Success
JobLocation:Mohali

JobSummary:

TheHead of Customer Success is tasked with crafting and implementingstrategies to boost customer retention and drive revenue throughupsell crosssell and renewals. This leadership position requiresmanaging a team of Customer Success Leads and Executives ensuringthe success of all Customer Success activities andoutcomes.

KeyResponsibilities:

  • DriveCustomer SuccessOutcomes:Implement a customerfirst approach by setting and tracking OKRs andKPIs and focus on owning revenue generation through CustomerSuccess Management by driving upsell crosssell and renewals on amonthlybasis.

  • Defineand Optimize CustomerLifecycle:Map and optimize customer journeys develop feedback mechanismsstandardize processes for each stage create segmentspecificstrategies and continuously seek improvementopportunities.

  • ManageCustomer SuccessActivities:Oversee onboarding training and support manage customer successteams and measure and analyze the effectiveness of initiatives toensure consistent revenuegrowth.

Qualifications:

  • Knowledge:Deep understanding of the SaaS industry recurring revenue modelsand businessdevelopment.

  • Education& WorkExperience:Over 10 years in business growth with proven revenue achievementincluding a blend of postsale and sales experience and the abilityto create and execute strategicinitiatives.

  • Behavior:Passionate about continuous learning adaptable and a visionarymindset.

  • Skills:Strong customer empathy analytical and processoriented withexcellent communication and customer engagementabilities.

  • Abilities:Skilled in influence and negotiation with the capability tounderstand commercial contracts and a commitment to continuousimprovement.

  • SalesandRevenue:Proven experience in upsell and crosssell strategies with a strongdrive to pursue and close renewals revenueopportunities.



Drive Customer Success Outcomes: Implement a customer-firstapproach by setting and tracking OKRs and KPIs, and focus on owningrevenue generation through Customer Success Management by drivingupsell, cross-sell, and renewals on a monthly basis. Define andOptimize Customer Lifecycle: Map and optimize customer journeys,develop feedback mechanisms, standardize processes for each stage,create segment-specific strategies, and continuously seekimprovement opportunities. Manage Customer Success Activities:Oversee onboarding, training, and support, manage customer successteams, and measure and analyze the effectiveness of initiatives toensure consistent revenue growth.

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