Qandle - Head - Customer Success

We are looking for a demonstrated leader to define the standard for customer success at Qandle.

We will look to you to develop an empowered customer success team and scale the playbook that will help us generate long term value for our customers.

This is both a tactical and a strategic role. You will need to toggle between a strategic, operational, and tactical mindset to achieve customer and business goals.

Core Responsibilities:

1. Establish the roadmap for customer success

2. Develop and coach a world-class customer success team

3. Strengthen our customer relationships - you and your team will be responsible for ongoing success of our client relationships from on-boarding through the entire customer life cycle

4. Analyze data and generate insights that help us understand customer engagement, identify product enhancements, and promote user adoption

5. Track customers- value, retention, satisfaction and the expansion

6. Collaborate with product and sales to innovate and deliver higher value to our customers

7. Uncover innovative ways to generate customer value

Skills and Competencies:

1. Understanding of SaaS based solutions. Prior experience working in a B2B SaaS organization is highly valuable

2. Capable of handling multiple tasks with competing priorities under minimal supervision

3. Experience of leading a team of highly capable individuals

3. Structured thinking, attention to details, able to exercise independent judgment and discretion

4. Technologically-savvy and resourceful

5. Results-oriented and solution-focused with a problem-solving attitude

6. Entrepreneurial mindset with never give up attitude

7. Excellent communication (oral and written), interpersonal and presentation skills

8. Self-motivated with a learning attitude and a sense of urgency

9. Passionate about startups and the Internet ecosystem

Qualifications: Full Time MBA from a Tier 1 B-school

What we Offer :

1. Responsibility and ownership from day one in a fast-growing company

2. An exciting, fast paced environment

3. Opportunity to work with young and entrepreneurial individuals

4. Competitive compensation and attractive performance based incentives (Fixed salary + Attractive ESOPs)