Lead - Customer Success - Online/Internet

Job Description:

Client has 11 products which are offered to merchants to help them run their business better.

Customer Success team is responsible for ensuring success of merchants by using these products. We believe that customer success is not just about managing churn or giving support to customers - it's more meaningful than that.

Our customer success function should solve for success of the customers and do what's right for them even if this includes telling merchants that they are wrong. Most SaaS company have customer experience (NPS) in top 5 KPIs but for Our Client, it's in top 3.

There are 2 parts to customer success for us - one is customer on-boarding and second is providing great value to customers. This role requires someone to have very very deep understanding of our products and contribute in success of our merchants through Client's products and be the voice of customers for our internal teams (primarily our product team)

Responsibilities:

1. Define customer journey - Right from on-boarding to training to support tickets to adoption and work towards improving it continuously.

2. Drive alignment with Revenue / Account Management team on renewals / expansion revenue.

3. Gather feedback from merchants and advocate for changes in other departments / collaborate with them for implementation if required.

4. Be the best user of products and expand the use-cases of our products for merchants.

5. Create dashboards to measure customer success and segment customer to work towards highly targeted engagement plan to improve it.

6. Work with Product / Account Management teams for very smooth product releases.

7. Manage team which will be the face of company for merchants and ensure customer experience is top-notch by continuous training and monitoring.

Skill-sets:

Real Customer Success comes from the heart. You should have the best customer management and business consultancy skills around.

You should be passionate about engaging customers and expanding their use cases through products.

You should have impeccable relational skills and ability to create win/win environments for everyone that you work with.

You should have super strong team management + killer execution capabilities with high EQ. And yes, you got to be human :)