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01/05 Ahmed
HR Lead at Classplus

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Classplus - Lead - Customer Success (4-8 yrs)

Noida Job Code: 920513

Key Responsibilities:

- Act as a Team Coach to help balance the Growth and Service mindset of CSMs, unlock more value for their customers, creating a virtuous circle that ensures mutual success.

- Own the CSM performance metrics wrt customer usage (e.g. retention, renewals, consumption) and satisfaction (e.g. net promoter score and other customer feedback) along with Revenue growth.

- Analyze customer and performance data to make informed decisions about operational and procedural changes.

- Proactively identify areas for innovation and improvement within the CSM Team, and drive collaborative developments within our existing playbooks.

- Handle Customer escalations from time to time from your direct reportees and implement mitigation strategies

- Collaborate with key stakeholders in other departments to ensure Customer Service of the highest possible standards

- Coordinate with recruiting and internal teams to recruit, hire, and train new people.

Desired Experience:

- Min 4 years of experience in handling Customer Success mandates.

- Must have experience in leading a team of Customer Success folks.

- Must have strong experience in driving Revenue Generation mandates from existing Customers.

- Must have strong communication and articulation skills.

- Experience in EdTech / SAAS startup is a plus.

Women-friendly workplace:

Maternity and Paternity Benefits

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