Vice President / Head - Customer Success - SAAS Product

Responsibilities :

- Develop the strategic direction of the Customer Success organization, working with other organizations like Sales, Support and Professional Services

- Design customer success roadmap to strategically engage, retain, and scale the client base globally

- Identify opportunities for continuous improvement, drive value engineering for our customers and help foster company-wide culture of Customer Success

- Serve as an Executive Sponsor and key business partner for strategic customers

- Work closely with the product team to share customer usage insights that guide product backlog and effectively leverage the enhancements to drive customer success

- Deliver meaningful insights from customer engagement, feedback and usage patterns to bring about organization change

- Drive customer success to continuously increase lifetime customer value, retain customers and ensure high satisfaction and customer loyalty

- Create ROI and Value proposition to the customer for continued renewal of contracts and business growth

- Create an environment for knowledge sharing within the team to boost technical / operational knowledge

- Act as a coach, mentor and consultant to the Customer Success, Technical Account Management and Operations team

Requirements :

- 18 to 20 years experience in Account Management, Operations management, and Customer support at technology companies

- Experience in leading Customer Success, Delivery, Customer Service and Support function in a leadership capacity required

- Experience in the CPG domain + Cloud technology + CSM experience

- Should have experience of working with Global Customers

- Should have Strategic Vision and leadership skills

- Dynamic person with good knowledge about the domain, technology, and market

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