Director - Customer Success - SaaS Product

Director Customer Success - only from SAAS Companies.

About the role :

- As we are rapidly scaling international enterprise accounts, we are looking for an experienced Customer Success leader.

- You will play a key role in driving customer goals, product utilization, business transformation, and revenue expansion by ensuring the activation, engagement, success, retention, and growth of enterprise accounts.

- This role is focused on high-impact, high-value activities in all aspects of business development & retention.

What you will do :

- Lead the customer success and account management function to deliver a best-in-class experience.

- Build complete visibility of current portfolio to predict and mitigate client churn risk.

- Analyze the product dashboard and discover which customers are doing well and which are prone to churn.

- Design and execute data collection and feedback mechanisms to identify customer needs and assess customer health.

- Serve as the highest level of escalation for client escalation and issues and drive on-time and on-point resolution.

- Collaborate with Sales, Product, Engineering and other Account Management functions to elevate client experience.

- Design and maintain consistent processes that allow for easy tracking of KPIs.

- Solely own a Net Revenue Retention goal on your team's portfolio. You are accountable for your team's account planning, renewal risk identification and mitigation, and driving renewal closures with limited sales team intervention.

- Identify and achieve upselling and cross-selling targets.

- Recruit, train, and mentor team members.

Basic Requirements :

- At least 8+ years of work experience with a minimum 5-6 years experience leading technical account management, customer success, support or implementation in a SaaS environment.

- Understanding of large businesses with many key stakeholders.

- Capable of communicating with a diverse range of individuals, across functions.

- Impressive track record of high customer retention and growth.

- Strong sense of customer empathy and customer-centrism.

- Excellent interpersonal ,communication, problem-solving and analytical skills.

- Must be proficient in MS-Excel and have a strong understanding of numbers.

- Ability to thrive in a fast paced startup environment with a CAN DO attitude.

- Must have catered to the EMEA,APAC & US geographies.

- Must have managed both CSAT metrics and expansion.