Senior Recruitment Researcher at HuntingCube Recruitment Solutions
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Manager - Customer Success - SaaS (8-13 yrs)
Customer Success Manager
- Responsible for defining, leading and tracking the strategic & operational programs.
- You will be a go-to advisor for the Customer Experience leadership team.
- Collate data from multiple sources and create a process/system for ongoing smooth availability of data.
- Create and present Reports/Dashboards to management on past results, renewals and upsell
- Share reports/dashboards to CSM's and regional heads with learnings and suggested actions.
- Track leading indicators of renewals and upsell, and analyze them to understand what's going well and what's not.
- Determine the timing and content of touch points for CSMs along the customer journey, to drive optimal adoption and net promoter score.
- Detect early signals of at-risk renewals, design playbooks for CSMs to address them, and provide path to escalation.
- Coordinate cross-functional processes that help meet renewal and upsell targets and deliver on customers' needs.
- 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
- Develop and maintain strong customer relationships to understand their business goals, challenges, and objectives.
- Serve as the primary point of contact for customer inquiries, providing timely and accurate responses to their questions and concerns.
- Conduct regular check-ins with customers to assess their satisfaction levels, identify opportunities for improvement, and address any issues or concerns.
- Collaborate with cross-functional teams, such as sales, product development, and support, to ensure a seamless customer experience.
- Monitor key performance indicators (KPIs) and customer success metrics to track customer health and identify areas for improvement.
- Stay updated on industry trends and best practices in customer success management to provide innovative solutions and enhance customer satisfaction.
- 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 10 team members
- Experience with Project / Program Management having digital engagement approaches and methods preferred (i.e., Digital Customer Success / "tech touch," Digital Marketing)
- Demonstrated success with cross-functional coordination, including planning, execution tracking, decision making, and OKR management
- Proven experience in a customer success management or account management role.
- Strong interpersonal and communication skills, with the ability to build and maintain effective customer relationships.
- Excellent problem-solving and conflict-resolution abilities.
- Ability to understand and articulate technical concepts to non-technical audiences.
- Results-driven mindset with a focus on customer satisfaction and retention.
- Strong organizational and project management skills, with the ability to handle multiple customer accounts simultaneously.
- Proficiency in customer success software and CRM platforms.
- Knowledge of the industry and market trends related to the company's products or services.
- Flexibility to adapt to a fast-paced and dynamic work environment.
- Bachelor's/PG degree in business administration, marketing, or a related field (or equivalent