Chief Customer Success Officer - Wellness Business

Role : Chief Customer Success Officer

Experience : 12-20 years

Location : Bengaluru

Must have :

- Experience in Sales

- Experience as a Customer Success Manager Pan India

- Experience in dealing with HR Fraternity

Job Description :

- The purpose of our Head of Customer Success role is to deliver on our Customer Success vision which is to create an impactful experience for our customers through excellence in the four pillars of success - providing a rewarding and inspiring customer journey, gathering in-depth customer insight, creating community, and demonstrating impact.

- You'll also be responsible for sourcing and nurturing strategic partnerships which help us deliver on our mission and accelerate our goals.

- As Head of Customer Success, you will lead a team of people who are driven to delight both our business customers at every step of their journey with us and to convert them to lifelong advocates for our services.

- You'll be part of the Senior Leadership Team, ensuring the voice of the customer is front and centre of our decision-making, whilst contributing to the development and delivery and strategic goals and the realisation of our mission and purpose.

- Play a strategic role as part of the senior team, role-modelling our values and helping shape and deliver our long-term vision

- Deliver on the Customer Success Vision, success pillars and Critical Success Factors

- Ensure there is a seamless renewal process that keeps the customer on board as much as possible

- Create regular opportunities to provide expertise to our customers and to drive engagement and impact, including face to face meetings

- Continually review our value proposition to ensure there is distinct value in each band and that the financial model (cost and pricing) is aligned

- Drive an ambitious events calendar which covers the when, how, who, why of each event

- Provide regular impact metrics by customer aligned to the customer's goals, collective impact data, and internal reports to inspire the team and inform our broader objectives

- Role model strong partnerships with the other senior leaders and their teams.

Skill sets :

- In charge of Customer Servicing / Prior experience of Sales

- Prior experience of service bench marks settings

- Quantitative benchmarking of services and sales

- All India experience of managing a large team