Hindustan Times - Head - Customer Success Team

About VCCEdge:

VCCEdge is India's premier research platform providing comprehensive data and analytical tools to professionals in the Indian investment ecosystem. We focus on private markets, offering in-depth information on private equity (PE), venture capital (VC), mergers and acquisitions (M&A), and other financial transactions. Our platform empowers professionals like investors, bankers, consultants, and lawyers to make informed decisions through deal origination, structuring, valuation analysis, market insights, due diligence, and competitor tracking.

Responsibilities:

- Develop and implement a comprehensive client success strategy that aligns with VCCEdge's overall business objectives and international expansion plans.

- Build and lead a high-performing client success team, fostering a culture of collaboration, ownership, and continuous improvement.

- Define and implement a client onboarding process that ensures a smooth transition for new customers and maximizes product adoption.

- Develop strong relationships with key clients, proactively identifying their needs and exceeding their expectations.

- Develop and implement customer success programs that drive product adoption, user engagement, and retention.

- Manage and track key client success metrics, such as customer satisfaction (CSAT), net promoter score (NPS), and churn rate.

- Identify upsell and cross-sell opportunities to increase customer lifetime value.

- Collaborate with other departments, such as Sales, Marketing, Product, and Engineering, to ensure a seamless customer experience.

- Analyze customer feedback and translate it into actionable insights to improve products, services, and processes.

- Stay abreast of industry trends and best practices in client success.

Qualifications:

- Minimum 7-10 years of experience in a client success or related role, preferably within the SaaS industry.

- Proven track record of building and leading high-performing client success teams.

- Strong understanding of the B2B technology landscape and cloud communication solutions.

- Excellent communication, interpersonal, and relationship-building skills.

- Data-driven approach with a strong ability to analyze customer data and translate it into actionable insights.

- Strategic thinking and problem-solving skills.

- Ability to work independently and manage multiple priorities.

- Passion for customer success and exceeding expectations.

- Experience working in a fast-paced and dynamic environment.