Talent Acquisition & Head New Business at SearchEnds
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Customer Success Manager - SaaS (8-12 yrs)
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
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