23/07 Sandhya
Talent Acquisition & Head New Business at SearchEnds

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Customer Success Manager - SaaS (8-12 yrs)

Metros/Delhi/Delhi NCR/Greater Noida/Noida Job Code: 835918

Key Responsibilities

- Relevant 5+ years in Customer Success functions at a Enterprise/ B2B SAAS companies

- Vast experience interacting and planning with C-level executives

- Demonstrated strong capabilities in helping customers reach desired outcomes with measurable performance across: Net Churn, Logo Churn

Building Advocacy and Champions

- Define and optimize customer journey

- Define and oversee lifecycle processes/touch points, including exec sponsor program, EBR process, - listening- points (e.g. on usage, NPS), and others

- Personally manage escalations from your direct reports, and follow a methodical escalation processto execs

- Improve the customer experience

- Create company-wide customer feedback loop

- Help foster company-wide culture of Customer Success

- Align with Marketing around marketing to existing clients

Role Description

- Create dashboards to measure customer success

- Develop ideas for how high-touch teams can use <tool>, and share during our monthly CSM syncs

Own key metrics for your team

- Gross dollar renewal rate

- Net Logo & Revenue retention

- Habits / product adoption metrics

- NPS - enterprise account 10 customer

- CoGS / ARR ratio

- Employee NPS / team member satisfaction

- Own the financial model for your team, including projections of costs and new hires, and forecasts of renewal and GM

- Communicate and incent to drive performance (in line with incentive structure for the rest of the CSM team)

Desired Skills/Experience

- 8 to 10+ years of experience

- Knowledge of SaaS industry

- Ability to work in a cross-cultural environment

- Location at Noida, open to travel

- Combined Background of Sale and Customer Success experience

- Exposure to Logistics/ Retail/ Manufacturing industries

- Exposure to EMEA / APAC Market

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

Women-friendly workplace:

Maternity and Paternity Benefits

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