Head - Customer Success Management - SaaS Firm

Job Responsibility :

1. Customer Intimacy :

- Deliver business impact and innovation to a customer's business by understanding our customers' key business issues and opportunities

- Drive a team of CSMs to do Quarterly reviews, smooth product launches, and consistently keep customers in the loop with new changes in the platform

- Serve as the internal voice of the customer and advocate for your client's needs (services, support, product management, executive alignment)

2. Product Adoption and Consumption :

- Drive the strategy and alignment to deliver key company and customer success objectives including but not limited to - GRR, NRR, Advocacy and adoption.

- Ensure positive business value and transformational impact for our customers through the adoption of our products and services

- Work with internal account teams to identify and resolve renewal risk, identify expansion opportunities, build strategies to drive further customer adoption.

3. Relationship Building :

- Build strategic relationships with key customer contacts across different levels in customer orgs

- Create evangelists and champions by enabling and supporting key members in customer orgs

- Build and nurture C-level relationships across accounts in the portfolio to solidify existing relationships while driving strong referral

- Manage key customer escalations and red accounts by mobilizing and leveraging resources from across the company if needed

- Identify opportunities for customer references and case studies

4. Leadership :

- Lead the team of CSMs to overachieve their operational metrics

- Grow and Manage a strong team of enthusiastic and hardworking CSM by mentoring, coaching, and performance management

- Collaborative leadership style with the ability to influence peers and resources from different groups in the company to ensure customer satisfaction and success

- Plan growth path and career development activities for the team

- Performance appraisal and reward structure for the team.

Qualification, Experience & Skills:

- A technical degree and MS or MBA

- Proven track record of developing, growing, and managing customer success organization.

- Background in consulting is a strong plus.

- Previous experience with Conversational Automation services is a plus

Minimum Experience :

- 8+ years of Customer Success experience at a software-based business in the areas of Sales, Marketing, or Support

- 5+ years experience in Customer Success Management

- 3+ years of experience in managing and building teams

- Experience in managing a $10M+ USD portfolio of B2B customers with globally distributed teams

Skills :

- Strong technical and innovation aptitude is a must

- Understanding of best practices for enterprise Support products and experience with complex IT deployments

- Analytical and negotiation skills, particularly at executive levels

- Strong understanding of SaaS and multi-tenancy fundamentals

- Self-motivated and have the ability to work under pressure

- Excellent communication and presentation skills

- Excellent people skills and ability to build respectful relationships with all levels

- Ability to manage crisis and stay calm under pressure while helping the team to navigate the crisis with ease

The Perks :

- Our best perk is the amazing people

- Almost too much responsibility but coupled with near-unlimited freedom

- No dress code; who cares about it during a pandemic anyway

- Unlimited leaves and work from home

- A ticket on our rocket ship to the moon