Consultant at Michael Page
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Customer Success Leader - SaaS (8-20 yrs)
- The Customer Success Leader and the team will be responsible for end to end lifecycle management of the customer.
- Key success metrics for the role will include customer satisfaction, customer engagement, product platform usage, renewal, upsell, and cross-sell.
Developing Customer Success Strategy:
- Formulate a comprehensive customer success strategy aligned with the organization's goals and objectives.
- Identify key metrics and performance indicators to measure and track the success of customer interactions.
Leadership and Team Management:
- Lead and inspire a high-performing team of Customer Success Managers (CSMs).
- Provide guidance, support, and mentorship to the team to ensure they are equipped to deliver excellent customer service.
Building Strong Customer Relationships:
- Establish and nurture strong relationships with customers, understanding their needs and challenges.
- Act as a primary point of contact for key customers, ensuring they feel supported and valued.
- Monitor and assess customer satisfaction levels through surveys, feedback, and other metrics.
- Implement strategies to address any issues or concerns raised by customers, working to enhance overall satisfaction.
Driving Long-Term Success:
- Collaborate with customers to understand their long-term goals and align the organization's products or services to meet those objectives.
- Work towards securing renewals and fostering customer loyalty.
- Collaborate with sales, marketing, product development, and other teams to ensure a holistic and coordinated approach to customer success.
- Provide valuable customer insights to internal teams to inform product improvements or enhancements.
- Regularly review and enhance customer success processes to adapt to evolving customer needs.
- Stay updated on industry trends and best practices in customer success to implement improvements.
Communication and Advocacy:
- Act as a customer advocate within the organization, ensuring that the voice of the customer is heard and considered in decision-making.
- Communicate success stories and positive customer experiences internally and externally.