Key Roles & Responsibilities :
- Manage Customer Success team, enabling them to achieve/exceed their KRA/KPI
- Manage customer and partner activity, risks and growth opportunities, submit accurate forecasts to management periodically.
- Identify and forecast expansion opportunities and partner with sales to successfully close such opportunities
- Act as the voice of the customer internally; as the steward of the customer relationship, work cross- functionally with Marketing, Sales, Product, and Engineering to ensure a consistent and strong customer message is embedded in processes
- Liaise with technical support, accounting and other areas of the business to ensure customer satisfaction
- Achieve/exceed target KPIs including but not limited to renewal %, upsell %, monthly active usage, and NPS
- Work closely with the team & keep them motivated & passionate towards work.
- Travel with team on client sides to review client health and feedback
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