LogiqLabs - Manager - Customer Success

Description:

Key Responsibilities:

Team Leadership & Mentoring (30%)

- Mentorship: Lead, mentor, and coach a team of [X] Customer Success Associates. Conduct weekly 1:1s to review pipeline, blockers, and personal development.

- Escalation Management: Act as the primary point of escalation for critical client issues that your team cannot resolve independently.

- Performance Tracking: Monitor team KPIs (Time-to-Value, NPS, Response Time) and provide constructive feedback to ensure targets are met.

Strategic Reporting & Analytics (30%)

- Executive Reporting: Own the generation of weekly and monthly CS reports for the leadership team. This includes tracking Churn Rate, Net Revenue Retention (NRR), and Customer Health Scores.

- Forecasting: Analyze usage data to predict potential churn risks and identify upsell opportunities for the upcoming quarter.

- QBR Preparation: Standardize the template and data requirements for Quarterly Business Reviews (QBRs) across the team to ensure consistency.

- Data Integrity: Maintain hygiene in our CRM/CS Platform, ensuring all client interactions and health metrics are logged accurately.

Client Management (40%)

- Portfolio Management: Directly manage a portfolio of our High-Value/Enterprise clients, ensuring they achieve their desired business outcomes.

- Lifecycle Management: Oversee the end-to-end client journey for your accountsfrom onboarding and training to renewal and expansion.

- Advocacy: Act as the Voice of the Customer (VoC) internally, collaborating with Product and Sales teams to prioritize features that reduce churn.

What We Are Looking For:

- Experience: 3+ years in B2B SaaS Customer Success or Account Management, with at least 1 year of experience mentoring or leading a team.

- Data Proficiency: You love Excel/Google Sheets. You are comfortable using Pivot Tables and Lookups to crunch numbers and derive insights. (Experience with Tableau/PowerBI is a strong plus).

- Storytelling with Data: You don't just send a spreadsheet; you can look at the numbers and explain why a customer is at risk or where the expansion opportunity lies.

- Communication: Executive-level presence. You can command a room during a QBR and handle difficult conversations with unhappy clients.