Chargebee - Lead - Customer Success Manager

YOU NEED TO BE

A trusted advisor

- You have to be an exceptional relationship builder who's a subject matter expert in the subscription billing space. You have to hand-hold the customer throughout their journey with Chargebee.

A proactive problem solver

- You have to ensure that our solutions work in the long term. Businesses are always evolving, you have to anticipate and solve problems for our customers.

A good companion

- Subscription billing is complex. You need to be like a teacher. Educate our customer and help them succeed. And never say no.

A good people manager

- We have a team of 5 CSMs that need your guidance in setting up Customer Success framework, processes, and training on deep engagement.

In a typical week you would - 

- Distill overall CSM revenue goals into metrics and KPIs for performance/ compensation appraisals

- Coach the account managers for your customers. You'll be their go-to-person.

- Framework and processes to train and on-boarding customers post sales.

- Hiring and training/on-boarding new CSMs.

- Coach the team on in-depth analysis of your customers and suggest improvements on the billing setup.

- Supervise quarterly business reviews with your customers.

- Train the team to initiate regular meetings with your customers. Showcase newly released features and maximise usage of relevant features.

- Develop a feedback loop with the product team to provide customer feedback.

- Monitor user/account health score for each CSM.

- Be the escalation point when the need arises for support and billing related issues.

- Work with the Marketing team on customer advocacy.

- Identify and supervise upsell opportunities and ensure renewals/ annual contracts.

- Control churn and 100% retention of all customers.

We hope you are:

- A talented people manager

- Experienced in client relationship management/ account management/ customer success

- Someone with exceptional analytical and communication skills.

- A multi-tasker who can prioritize.

- An ambitious team-player who knows how to get things done.

- A go-getter with a bias-to-action but also a calm temperament.

- Experience working with SaaS products related to Marketing, Sales, and Helpdesk.

- Good collaboration skills, and experience working with cross-functional teams.