Head - Customer Success - Retail Engagement Company

About the role:

- Design and implement a customer success framework

- Design KPIs & SLAs for customer support functions like tech support, CRM, retail operations & logistics to deliver an excellent client experience

- Design KPIs & SLAs for customer support functions like tech support, CRM, retail operations & logistics to deliver an excellent client experience

- Create customer feedback loops within the organization to foster a company-wide culture of customer success

- Conduct in-depth interactions with customers via customer advisory boards & business reviews; Provide inputs for the product roadmap to ensure continued success with customers

- Manage customer escalations & mobilizing resources across the company as needed

- Own targets for existing revenue streams growth

- To oversee operational excellence across retail operations, logistics and customer support to solve for on-ground challenges

- Liaise with product management and tech support teams to ensure client requirements are met & the right expectations are communicated back to the client

- Liaise with sales to provide inputs for scale up, cross-sales or churn threats inside the account

- Communicate product roadmap, new feature launches and other updates to the client

- Joint-business planning with customers to project brand business numbers, channel expansion plans, etc.

Ideal Candidate profile:

- Understanding of retail and its pain points

- 10+ years of relevant work experience in setting up and owning customer success charter preferably within a B2B SaaS organization

- Demonstrated leadership capabilities of 6+ years as a thought partner with customers, cross-functional experiences, & leading teams

- Brings demonstrated systems and process thinking capabilities and a solution-oriented mindset

- Proven ability to lead people internally and externally to drive outcomes

- Ability to liaise cross-functionally between technology, customer support, & operations functions

- Ability to implement highly quantitative approaches to measuring success including understanding, measuring, and forecasting customer success metrics & revenue

- Ability to work globally across geographies and cultures