Head - Customer Success - Internet Industry

Job role -

- Responsible for ensuring customer success and delight -Would be responsible to manage a team comprising Delivery/Support and Engagement

- Lead and Manage the Customer Success Vision from strategic/operational perspective

- Develop best practices and state of the art processes for customer lifecycle management

- Drive operational excellence in the areas of on-boarding, adoption, renewal, up-sell, and churn reduction

- Work effectively with internal stakeholders ( Product and Sales teams) to identify product insights, opportunities for ensuring customer delight

- Develops strong customer relationship and executive stakeholder management including Directors, VPs, and C-level executives of Fortune 500 companies

- Lead, Develop & Mentor a high performing team and culture of customer delight

- Identify market trends, insights and provide thought leadership internally/externally

- Develop and Monitor success metrics for organizing & measuring performance

- Ensure resolution of all customer issues and acts as point of contact for escalations for both internal/external stakeholders as and when needed

- Work closely with Solution Engineering teams to help resolve customer issues as per the SLAs.

Key Requirements - 

- 10 years of experience in leading customer-facing organizations. SaaS preferred. Ideally combined background of post-sale and sales experience

- Strong empathy for customers AND passion for revenue and growth

- Analytical and process-oriented mindset

- Demonstrated desire for continuous learning and improvement

- Enthusiastic and creative leader with the ability to inspire others