Associate Director - Customer Success - Retail/Manufacturing/FMCG - SaaS

Description:

Role & Responsibilities

- Build and maintain strong relationships with key stakeholders within assigned high ticket accounts.

- Serve as the primary point of contact for strategic customers, ensuring their needs are met and expectations are exceeded.

- Develop and execute customer success plans, including onboarding, training, and ongoing support.

- Proactively identify and address customer challenges, providing solutions and recommendations to drive customer success.

- Collaborate with cross-functional teams, including Sales, Product, and Support, to ensure a seamless customer experience.

- Conduct regular business reviews with customers to review performance, identify areas for improvement, and present new opportunities.

- Monitor customer health metrics and proactively address any red flags to prevent churn.

- Act as a customer advocate, providing feedback and insights to internal teams to drive product enhancements and improvements.

- Stay up-to-date with industry trends and best practices in customer success management.

Ideal Candidate

- Bachelor's degree in Business Administration, Accounts, or a related field.

- Minimum of 5 years of experience in a customer success role, preferably in a SaaS company.

- Proven track record of managing and retaining high-value customers.

- Excellent communication and interpersonal skills, with the ability to build strong relationships with customers.

- Strong problem-solving and analytical skills, with the ability to identify and address customer challenges.

- Self-motivated and results-oriented, with the ability to work independently and as part of a team.

- Proficient in CRM software and other customer success tools.

- Ability to travel as needed to meet with customers.