Senior Director - Customer Success - India - B2B SaaS Firm

Senior Director - Customer Success-INDIA

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 $20 M + USD portfolio of B2C customers across different segments and geographies

- 5+ years of experience in managing teams with at least 3+ 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