General Manager - Customer Success - Hyperlocal Logistics Tech Startup

GM Customer Success - Hyperlocal logistics tech startup

About Us:

Founded in 2019 by a Stanford business graduate, our Gurgaon based client is a transportation and logistics company providing exceptional door-to-door product delivery services, across the city, without any radius limitations. Their seamless SaaS-based tech integration helps to consolidate data and customize pick up and delivery timelines as required by their clients, while being able to track their packages in real-time.

The company's services are being used by various eCommerce companies, restaurants, and retail stores, as well as individuals through their convenient app. It has raised more than $5M in funding. Some of their clients include Taj Hotels, Blue Tokai, Dr Lal Path Labs, JW Marriot, Forest Essentials and many more leading brands.

Job Overview:

The company is seeking a dynamic and experienced General Manager of Customer Success to lead our efforts in building and maintaining strong relationships with our clients, driving revenue, and maximizing growth opportunities from existing accounts. The ideal candidate will be responsible for overseeing the customer success team, developing strategies to drive client satisfaction, retention, and expansion. This role requires a strong customer-centric mindset, excellent leadership skills, and a track record of delivering results.

Key Responsibilities:

- Develop and execute strategies to drive client satisfaction, retention, and revenue growth from existing accounts.

- Lead and mentor the customer success team, providing guidance, support, and coaching to ensure high performance and continuous improvement.

- Establish and maintain strong relationships with key clients, serving as the primary point of contact and trusted advisor.

- Collaborate with sales, product, and other departments to identify opportunities for upselling and cross-selling additional products or services to existing clients.

- Analyze client usage data and feedback to identify growth opportunities and inform product/service development.

- Develop and implement processes and systems to effectively track and measure client satisfaction, retention, and revenue growth metrics.

- Stay updated on industry trends and best practices in customer success to maintain a competitive edge.

- Represent the company at industry events, conferences, and client meetings to promote customer success initiatives and build brand awareness.

Qualifications:

- Bachelor's degree in business, marketing, communications, or related field; MBA or advanced degree preferred.

- 5-7 years of experience in a senior leadership role in customer success, account management, or related field.

- Proven track record of driving revenue growth and client retention in a B2B environment.

- Strong leadership abilities, with experience building and managing high-performing teams.

- Excellent communication, presentation, and interpersonal skills.

- Strategic thinker with a customer-centric mindset and a proactive approach to problem-solving.

- Ability to thrive in a fast-paced and dynamic environment, managing multiple priorities effectively.

- The company is an equal opportunity employer and values diversity in the workplace.