Sales & Profit - Customer Success Lead

About our client: They are a fast-growing SaaS company providing a next-generation content management platform for sales and marketing teams. Their platform empowers sales and marketing professionals to share, and track sales content with prospects and customers, enabling them to close deals faster and more efficiently. Their clientele includes leading companies from various industries, including technology, healthcare, and financial services. Canva, Oracle, Carlsberg, and Puma are some of the prominent names. It was rated as the Most Recommended Software in 2022 by Software Advice and among the top 50 software companies in India by G2 in 2023. They were also recognized as one of America's best startup employers by Forbes this year.

Responsibilities:

- Conduct comprehensive training and on-boarding sessions post-sales, ensuring a seamless transition for customers into the our ecosystem.

- Forge strong bonds with key accounts and stakeholders, going beyond satisfaction to deliver extraordinary experiences that breed long-term loyalty.

- Be the go-to support expert, anticipating customer needs, and resolving issues before they even arise.

- Showcase new features and guide customers on maximizing their usage, demonstrating the continuous innovation

- Act as the bridge between customers and our tech team, ensuring customer voices are heard in the halls of innovation

- Keep a watchful eye on customer health scores, intervening as needed to ensure a happy and enduring partnership with us

- Document and share best practices with customers, equipping them with resources for maximum value extraction

- Proactively identify up-sell opportunities, leveraging your deep understanding of customer needs to maximize lifetime value through account expansion

- Lead, inspire, and mentor the junior associates, fostering a culture of excellence, collaboration, and continuous improvement.

- Implement proactive measures to control churn, monitoring customer satisfaction levels, and developing retention strategies tailored to each customer's unique circumstances

Requirements:

- 4-8 years in Customer Success/Service roles, showcasing your ability to establish and nurture successful customer relationships.

- Exceptional communication and presentation skills, enabling effective interaction with customers and stakeholders.

- Proven experience in leading and managing customer success teams, fostering a collaborative and high-performance culture.

- Proficiency in managing complex account situations, serving as the go-to problem solver when challenges arise