NoPaperForms - Manager/Senior Manager - Customer Success

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