Manager - Customer Success & Retention - Marketing Platform - North America Region

Manager - Customer Success & Retention (Only Female) || North America Geo || Gurgaon

We are looking for a Manager - Customer Success for one of our client which provides - customer driven marketing all-in-one platform to help businesses turn every customer into a happy customer. Their platform enables businesses to monitor reviews from all major sites, gain new reviews, manage customer feedback, and automatically promote their good reputation across the web, social media, and search engines . Founded in 2012, headquartered in Palo Alto,CA, they have their offices in Texas and Gurguram. They started India operations in 2016 and now have a headcount of 180.

Details:

 Designation - Manager of Customer Success

Team Management role - 5 members

 Reporting to - Director Customer Success

 Location - Gurgaon

Only Females candidates apply

Shift Time - 7:30pm to 4:30am

- Cabs will be provided while going back at 4:30am. You will have to manage on your own while coming to work at 7:30pm.

Role :

- Work with / coach your team of CSM's to improve the quality and effectiveness of the 30-day onboarding process.

- Improve the throughput and scalability of the team by identifying opportunities to automate and streamline the onboarding process.

- Partner with IT, Marketing, Business Systems, Support and other teams to enhance current onboarding processes and tools.

- Work closely with the Manager of Retention to identify trends and strategies that will improve the retention customers..

- Closely monitor key on boarding performance metrics and implement changes that will drive continual improvement.

- Work closely with sales leadership to ensure there is tight alignment between the teams and resolving customer escalations.

- Point of contact for escalation calls for our Small and Medium Business customers.

Please apply - ONLY IF you are fine with the following requirements:

- Willing to work in shift from 7:30pm to 4:30am

- Willing to travel to work on your own on side, cabs will be provided at 4:30am or any odd hours.

- 8-10 Years of total experience with 3+ years of management experience in customer success or related disciplines in a SaaS environment

- Have excellent communication as you will have to deal with US Clients.

- Not Expecting more than 18LPA ( CTC will be decided considering your experience and current CTC)

Interested candidates please feel free to watsapp- +1 732-322-3209 & apply with your CV  mentioning the following details:

CTC -
 ECTC -
 Notice Period -
 Current Location-
 Number of years of experience in customer success in SaaS environment.

Feel free to reach out me should you need any further information.