Customer Success Manager - SaaS

Job Description :

- Understand the business, product & customer journey and how customer support plays a major role in the overall retention and upselling model

- Establish our reputation as a company that offers excellent customer support during all sales and after-sales procedures

- Develop a thorough SWOT analysis of the existing support organization, operating model and procedures and lay out a road map of near-term, medium-term and long-term improvements

- Develop key metrics to adequately measure and improve customer support experience & support efficiency (MTTR metrics - mean timeto resolution), quality and productivity.

- Develop TranZact Academy and Knowledge Base to increase product adoption and team efficiency

- Exposure to subscription and renewal-based business processes, upselling, or cross-selling as well as deep knowledge of and experience in implementing Customer Support best practices

- Implementation of support tools to enhances customer experience at different stage

- Daily tracking of customer interaction, behavioral traits, segment, maintain daily, weekly & monthly detailed analysis & reporting to provide actionable visibility to other teams - marketing, product, tech

- Conduct A,B experiments with clear success, failure metrics to improve engagement and understand customer mindset

- Collaborate with internal teams like success, creative, marketing, product, tech and more, to drive retention.

- Develop, implement and refine retention strategy to drive cross, sell, upsell and improve DAU, WAU, MAU.

- 6+ years of overall management experience in the tech space.

- 4+ years of experience as a Customer Support Expert.

Tools Expertise : Experience on tools like Tableau, Google Analytics, Clevertap, Pendo, Totango, Mixpanel or their equivalent

- Strong with basics, quick learner & good with numbers

- Excellent verbal and written communication skills

- Experience with SQL & Advanced Excel

- Experience working hands-on with large-scale data sets

- Experience of working in a fast-growing unstructured startup environment

- Customer Delight & Academy