The Lead Customer Success will be responsible for driving the strategy, development, and execution of customer success initiatives within the organization. You will lead a team of customer success managers, ensuring that customers have a positive experience from pre-purchase to post-purchase. You will work cross-functionally with other teams such as sales, marketing, product, and logistics to address customer needs and deliver exceptional service. Key Responsibilities : Leadership & Team Management : - Lead, mentor, and develop a high-performing customer success team to deliver best-in-class service. - Set team objectives, KPIs, and performance standards, ensuring continuous improvement and high engagement. - Foster a customer-centric culture within the team, encouraging proactive problem-solving and customer advocacy. Customer Relationship Management: - Oversee and manage high-value customer accounts, ensuring excellent service and resolving issues in a timely manner. - Develop and execute strategies to improve customer retention and lifetime value. - Act as an escalation point for complex customer issues and collaborate with cross-functional teams to resolve them quickly. Customer Engagement & Advocacy: - Develop and implement strategies to drive customer engagement, loyalty, and satisfaction. - Advocate for customer needs internally and provide insights to product, marketing, and sales teams. - Build long-term relationships with customers to increase repeat business and positive reviews. Data-Driven Insights & Reporting : - Monitor key customer success metrics (e.g., Net Promoter Score, customer satisfaction, churn rate) and develop actionable insights. - Analyze customer feedback and identify trends, areas for improvement, and opportunities to optimize the customer journey. - Prepare regular reports on customer health, team performance, and program outcomes for senior leadership. Process Improvement & Innovation : - Develop and improve customer success processes to ensure smooth interactions, timely resolutions, and proactive engagement. - Lead initiatives to streamline communication across teams, ensuring an efficient workflow and a seamless customer experience. - Stay current on industry trends, best practices, and new technologies to continuously enhance the customer experience. Cross-Functional Collaboration: - Work closely with the sales team to identify upsell and cross-sell opportunities. - Partner with the product and marketing teams to deliver personalized and targeted communications to customers. - Collaborate with logistics and operations to address any shipping, delivery, or return-related issues promptly. Qualifications: - Bachelor's degree in Business, Marketing, or a related field (or equivalent experience). - 8+ years of experience in customer success or customer support, with at least 2 years in a leadership or managerial role, preferably in an eCommerce or apparel company. - Proven track record of managing and growing customer success teams. - Strong understanding of customer success metrics and experience using tools like Salesforce, Zendesk, or similar platforms. - Exceptional communication and interpersonal skills, with the ability to build relationships at all levels of the organization. - Ability to analyze data and use insights to drive customer satisfaction and business growth. - Strong problem-solving skills and a customer-centric mindset. - Experience with eCommerce platforms and an understanding of the unique challenges in the apparel industry is a plus.

Bangalore

TMRW - Senior Manager - Customer Success - eCommerce/Apparel 

Job Description for TMRW - Senior Manager - Customer Success - eCommerce/Apparel  in TMRW House of Brands in  Bangalore for (8-12) years of experience. Apply Now!