Senior Manager - Customer Success - SaaS

Senior Manager - Customer Success - Gurgaon - 5-7 years

We're on the lookout for an experienced and driven Senior Manager of Customer Success to become part of our vibrant team. In this role, you'll be instrumental in guaranteeing customer satisfaction and success. Leading a team of Customer Success Managers, you'll spearhead strategies aimed at optimizing customer value, retention, and overall customer satisfaction.

Your Future Employer: A revolutionary firm that is on a mission to empower unorganized small and medium businesses by digitizing, aggregating, and delivering through a single logistics platform.

Responsibilities:

1. Team Leadership: Leading and empowering a team of Customer Success Managers, fostering a culture of excellence and collaboration. Provide mentorship to team members, aiding in achieving individual and team objectives.

2. Customer Engagement: Developing strategies to elevate the overall customer experience. Collaborate cross-functionally to address customer needs and drive satisfaction.

3. Account Management: Overseeing key customer accounts, ensuring satisfaction, retention, and growth. Identify upsell and cross-sell opportunities in collaboration with the sales team.

4. Data Analysis and Reporting: Utilizing customer data to drive data-driven decision-making. Generate insightful reports on customer success metrics.

5. Product Feedback and Improvement: Serving as a bridge between customers and product development, offering valuable insights. Collaborate with product managers to align product roadmaps with customer needs.

Requirements:

1. At least 5-7 years of experience professional with 2-3 years of team management experience in B2B business. Bachelor's degree in Business, Marketing, or related field (MBA preferred).

2. Proven leadership in customer success, ideally in a tech or SaaS environment.

3. Strong communication, analytical, and team management skills.

4. Experience driving customer satisfaction, retention, and growth.

What is in for you:

- A stimulating working environment with equal employment opportunities.

- Growing of skills while working with industry leaders and top brands.

- A meritocratic culture with great career progression.