- Develop a deep understanding of customer needs and be able to tie them to specific use cases, product features, benefits, and value propositions - and ensure your team knows how to communicate them effectively

- Be a customer advocate within providing feedback to engineering teams to develop / identify new features & products

- Increase renewal rates, drive adoption and consumption, improve customer satisfaction, and cultivate advocates to generate new business (upsell and cross-sell)

- Serve as the internal voice of the customer and advocate for your clients' needs (services, support, product management, executive alignment)

- Manage and track key performance indicators (KPIs) - including renewal, consumption, adoption and expansion commitments - to ensure exceptional, predictable results

- Calculate risk forecasts based on product adoption; close renewal, upsell, and cross-sell opportunities within assigned client accounts in partnership with relevant Sales Account Executives - while achieving targeted renewal rate

- Identify opportunities for customer references and case studies

- Drive the strategy and alignment to deliver key company and customer success objectives including but not limited to - GRR, NRR, Advocacy and Product adoption.

- 8-12 years of experience in B2B SaaS customer success, account management, product management or a strategic consulting organization with at least 2 years in people manager role

- Deep product management or product evangelization experience with the aptitude to learn new products

- Comfortable in engaging senior executives in strategic discussions and lead Executive Business Reviews

- Experience in growing business in Indian BFSI segment

- Experience using customer success software, CRM software, and Google Applications

- Excellent executive communication, negotiation and presentation skills

- Passion for solving client challenges and commitment to client delight

- Bachelor's and Master's degree from a top college or university

- Proven ability to coach, mentor, and develop individual contributors

- Naturally curious, with excellent critical-thinking skills

- Ability to manage crisis and stay calm under pressure while helping the team to navigate crisis with ease

- Demonstrated success in building and growing high performing teams

- Ability to identify growth opportunities and effectively execute upsell and cross-sell plans.

- Proven track record of scaling operations to 10x by introducing scalable process, optimizations and automation

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