Head - Customer Success - B2B - HealthTech

Head Customer Success - B2B-Healthtech

Head- Customer Success - B2B Healthtech- Pune

Salary : Upto 50 LPA

- We're looking for the Head - Customer Success Operations, whose mission will be to drive the effectiveness and efficiency of our Customer Success team to increase retention and growth from existing customers.

- As a Head, you will be responsible for defining, leading and tracking the strategic & operational programs. Also, initiatives to drive the effectiveness and efficiency of the Customer Success team will be shouldered by you.

- You will work towards achieving high cross-functional, orchestrate results with Customer Success, Onboarding, Enrollment, Sales, Placements, Claims, Support and other teams. You will lead strategic initiatives which in turn increases team's productivity.

- You will be a go-to advisor for the Customer Experience leadership team and report into the VP of Customer Success. Having said this, you will be their trusted partner in defining customer success objectives, strategy, tactics and in implementing processes that are scalable.

Requirements :

- Demonstrated progressive experience with operations or related experience with a SaaS or subscriptions businesses 8+ years of experience in Customer Success, Sales Operations, or Strategy (or any combination thereof)

- Experienced leading cross-functional initiatives in mid-sized or large organizations

- Management experience with a team of at least 5 team members

- Experience with Project / Program Management having digital engagement approaches and methods preferred (i.e., Digital Customer Success / "tech touch," Digital Marketing)Strong verbal and written skills with a strong ability to articulate and communicate strategies and plans

- Demonstrated success with cross-functional coordination, including planning, execution tracking, decision making, and OKR management

- Growth mindset and ability to thrive in a fast-paced, flexible, startup environment

- You enjoy being in the middle of the action, working on multiple fronts simultaneously, and finding solutions through creative means.

Core Responsibilities :

- Data Aggregation ; Collate data from multiple sources and create a process/system for ongoing smooth availability of data.

- Reporting to Management ; Create and present Reports/Dashboards to management on past results, renewals and upsell forecasts.

- Reports for CSM's ; Share reports/dashboards to CSM's and regional heads with learnings and suggested actions.

- Analysis ; Track leading indicators of renewals and upsell, and analyze them to understand what's going well and what's not.

Processes :

- Customer Lifecycle ; Determine the timing and content of touch points for CSMs along the customer journey, to drive optimal adoption and net promoter score

- Risk Management ; Detect early signals of at-risk renewals, design playbooks for CSMs to address them, and provide path to escalation

- Opportunity Management ; Identify top candidates for upsell at regional and CSM level

- Cross-Functional Coordination ; Coordinate cross-functional processes that help meet renewal and upsell targets and deliver on customers' needs, including processes for CSMs to:

- Relay customer feedback to the Product team

- Align with the Support team on resolution of major cases and report bugs to the Engineering team

- Provide feedback to Sales on the readiness of our customers

- Help the Onboarding team overcome any delays in implementation

People :

- Team Structure ; Tier existing customers, assign them to CSMs, re-distribute workload as needed, and forecast hiring needs

- Compensation ; Determine the metrics on which important compensation components such as variables and incentives can be measured

- Enablement ; Provide materials and data that help CSMs work more effectively

Systems : Implement and manage software that facilitates CSM Ops activities. This includes creating, maintaining, and updating changes as required in Journeys, Playbooks, Segments and Lists as per business requirement