VP/Director - Customer Success Leader - IT

Job Responsibilities

General

- Define customer success strategies to maximize net revenue retention & logo retention.

- Define key customer success metrics for the team and a way to measure these metrics.

- Motivate & drive a team of talented customer success professionals.

Minimize Churn, Maximize Retention

- Clearly define and communicate NRR & Logo retention objectives.

- Track NRR, GRR and Logo Retention on a monthly basis.

- Maximize renewals by managing client expectations.

- Maximize revenue growth from existing clients by identifying expansion opportunities within the account.

- Maximize revenue growth by identifying cross-sell opportunities to related businesses.

Client Connect & Expansion

- Attend customer success team member calls with their clients, provide coaching & feedback.

- Visit & meet strategic clients in-person on a frequent basis to understand their objectives.

- Solutioning calls with strategic clients to deliver solutions to their problems.

- Create training videos that can answer most client issues without them have to contact the company.

- Create and maintain a knowledge base that can answer client questions automatically.

Team Management

- Work with Customer Success team in the 6.30 pm to 3.30 am shift.

- Manage team members across multiple geographies including North America and India.

- Training of team members on client interactions, presentation and communication skills, product features.

- Set up well-defined processes for customer onboarding, support, QBRs, renewals, etc.

- Regular team meetings to discuss problems and solutions.

- 1-1 with team members for feedback and coaching purposes.

- Motivation of team members.

- Manage the KPIs of the team members and compute their quarterly bonus based on achievement of KPIs.

Tools & Analytics

- Implement Customer Success tools like Gainsight .

- Manage the implementation and ongoing usage of these tools.

- Plan the integration of the the company products with these tools.

- Run client health reports on a regular basis.

- Perform detailed analytics to communicate value to clients.

Reporting

- Create and maintain detailed reports related to churn, NRR, GRR and logo retention.

- Communicate status to executive team on a weekly/monthly basis.