RADIX - Head - Customer Success - SaaS Product

How you should be?

We are looking for an experienced Head - Customer Success who is proficient in providing techno functional support for our company products.

You will be focusing on customer loyalty and building close long-term client relationships, and often stay with the same customers as long as they continue to work with the business.

What will you do?

- Managing churn and increasing customer retention

- Bridge the gap between sales and customer support.

- Keep a "high-level view" of the entire support process.

- Creating a minimum-viable onboarding process with in-app guidance

- Driving account expansion with contextual offers and growing lifetime value

- Collecting customer feedback and closing feedback loops

- Mapping customer success journeys to spot and remove friction

- Serve as a mentor for the team and answer questions and troubleshoot issues related to use of SaaS software applications from team.

- Providing appropriate solutions to the technical issues faced by the customers.

- Prioritizing and dealing with the issues in a timely manner.

- Ensure team communicate clearly and concisely with customers in written and verbal form and maintain accurate and timely records on our ticket tracking system.

- Interact directly with Senior Management within other departments to resolve high profile escalations and issues, and drive initiatives that improve the customer experience.

- Assessing support statistics and preparing detailed reports on the findings.

What are we looking for?

- 5+ years of working in a Customer Success Manager or relevant position in the Software Engineering Department.

- Strong organisational and presentation skills

- A tendency for relationship building.

- Strong Interpersonal skills

- Relationship management & Decision-making skills.

- Critical thinking and problem-solving skills.