Senior Director - Customer Success-South East Asia (Australia & NZ) B2B SAAS organisation, Bangalore
The organisation is an intelligent customer engagement platform, built for customer-obsessed marketers and product owners. They enable hyper-personalization at scale across multiple channels like mobile push, email, in-app, web push, on-site messages, and SMS.
Responsibility:
- Drive the strategy and alignment to deliver key company and customer success objectives including but not limited to - GRR, NRR, Advocacy and Product adoption
- Relationship building
- build strategic relationships with key customer contacts across different levels in customers- orgs
- Create evangelists and champions by enabling and supporting key members of our growth community
- Create repeatable and scalable processes to enable 10X growth
- Leadership
- Lead the team of CSMs to overachieve their operational metrics
- Grow and Manage a strong team of enthusiastic and hardworking CSM by mentoring, coaching and performance management
- Collaborative leadership style with ability to influence peers and resources from different groups in the company to ensure customer satisfaction and success
- Manage key customer escalations and red accounts by mobilizing and leveraging resources from across the company as needed
- Work with internal account teams to identify and resolve renewal risk, identify expansion opportunities, build strategies to drive further customer adoption.
Qualification:
- Customer Success and Digital transformation professional with 10+ years of experience in leading success and services organization in a SAAS company
- Experience of Managing $25 M + USD portfolio of B2C customers across different segments and geographies
- 7+ years of experience in managing globally distributed teams with at least 5+ years of experience in managing 1st line managers
- Strong technical and innovation aptitude is a must
- A technical degree, with an MS or MBA
- Strong background in technology and/or business transformation consulting is a strong plus.
- Demonstrated success in building and growing high performing teams in new geographies
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