Manager - Customer Success - SaaS

Customer Success Manager

Responsibilities:

- 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
forecasts.

- 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.

Qualifications:

- 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