Vice President - Customer Success - SaaS

VP - Customer Success - leading SaaS company

- Develop and implement strategies to enhance our post-sales functions, including customer support, Customer retention, and professional services.

- KPIs include NRR, GRR, churn rate, retention and CSAT

- Establish and monitor key performance indicators (KPIs) to measure the success of our post-sales activities and identify areas for improvement.

- Work closely with the sales team to ensure a smooth handover of customers from the sales process to post-sales activities.

- Develop and maintain strong relationships with our customers to drive customer satisfaction, retention, and growth.

- Lead, mentor and develop the post-sales team to ensure that they have the skills and knowledge required to perform their roles effectively.

- Collaborate with cross-functional teams, including product management, engineering, and finance, to ensure that our post-sales activities are aligned with our overall business objectives.

Profile :

- Minimum 10 years of experience in a leadership role within B2B customer success group in a global technology setting

- Strong leadership skills with the ability to manage and motivate Customer first mind set

- Excellent communication and interpersonal skills with the ability to build strong relationships with customers, partners, and internal stakeholders.

- Demonstrated ability to analyze data, identify trends, and make data-driven decisions.

- Ability to work effectively in a fast-paced, dynamic environment with changing priorities.