FrontRow - Head - Customer Support

Customer Support Head

About Us :

FrontRow is an expert-led learning platform for creative arts, sports & fitness and hobbies. We are hiring across tech, product and business. We believe everyone has a passion (whether it's singing or badminton or writing) which is a major source of joy in their lives. However, there's a severe lack of avenues to pursue these passions further. Offline options are often lacklustre and expensive whereas there is little to no high quality content available online. Skills in many of these categories are not codified as in hard sciences and often possessed only by those who've reached the very pinnacle of the field.

Our mission is to codify the tribal knowledge gained from years of practice and struggle across these fields and create a platform to enable even casual learners to learn.

What You'll Be Doing :

- Lead and Manage the Customer Success Vision from strategic/operational perspective.

- Monitoring renewal and growth forecasting efforts, overall customer health, churn, and deliver.

- Directly manage, build and lead our Customer Success & Support teams as we expand our customer base.

- Work effectively with internal stakeholders (Product and Sales teams) to identify product insights, opportunities for ensuring customer delight.

- Bringing Customer knowledge into every part of the company.

- Measuring, monitoring and hold the Customer Success & Support team accountable for their activities and results as well as lead by example.

- Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes.

- Identify customer needs and collaborate with Accounts and other internal teams to ensure customer success with special emphasis on adoption, expansion, and renewals.

- Monitor and identify adoption, maturity and growth trends for the team and customers to inform customer and business strategy.