Vice President - Client Success & Retention - BFSI

VP Client Success and Retention

Role Overview:

We are seeking an experienced and dynamic Head of Client Success & Retentions to lead our team in ensuring the satisfaction and long-term retention of our valued clients.

This leadership role requires strategic thinking, exceptional communication skills, and a proven track record of developing and executing successful client retention initiatives. The ideal candidate will be a visionary leader who can inspire and motivate a team to achieve excellence in client success and

retention.

1. Strategic Leadership:

- Develop and implement the overall client success and retention strategy in alignment with company goals and objectives.

- Provide visionary leadership to the client success and retentions team, setting clear goals and expectations for performance.

- Stay abreast of industry trends, best practices, and emerging technologies related to client success, renewals, retention, reactivations & collections.

2. Team Management and Development:

- Recruit, onboard, and train a high-performing team of client success managers, retention specialists, and support staff.

- Foster a culture of collaboration, accountability, and continuous learning within the client success and Retentions team.

- Provide mentorship, coaching, and professional development opportunities to team members to enhance their skills and capabilities.

3. Client Relationship Management:

- Serve as a strategic advisor and escalation point for key client accounts, fostering strong relationships and ensuring client satisfaction.

- Collaborate with the sales and account management teams to identify opportunities for upselling, cross-selling, and expanding client partnerships.

- Lead by example in delivering exceptional customer service and support to clients, setting the standard for excellence across the organization.

4. Retention Strategy and Execution:

- Develop and execute data-driven retention strategies to minimize client churn and maximize customer lifetime value.

- Analyze client feedback, usage data, and market trends to identify opportunities for enhancing the client experience and driving retention.

- Implement processes and systems to monitor client health, identify at-risk accounts, and proactively address issues to prevent churn.

5. Performance Monitoring and Reporting:

- Establish key performance indicators (KPIs) and metrics to measure the effectiveness of client success and retention efforts.

- Monitor team performance against KPIs, providing regular feedback, coaching, and support to drive continuous improvement.

- Generate comprehensive reports and analysis to track client retention rates, revenue growth, and other key metrics, presenting findings to senior leadership.

6. Competence in Team Handling

Direct reporties : 4 Lead from the specific departments

Indirect reporties : 25 to 30 indirect reporties

Requirements:

- Proven track record of success in client success, account management, or customer retention roles, with at least 7 years of relevant experience.

- Strong leadership and management skills, with the ability to inspire and motivate a team to achieve ambitious goals.

- Excellent communication, negotiation, and interpersonal skills, with the ability to build rapport and trust with clients at all levels.

- Strategic thinker with a data-driven approach to decision-making and problem-solving.

- Experience working in a fast-paced, high-growth environment, preferably in a SaaS or technology-driven industry.

- Proficiency in CRM software, customer success platforms, and data analytics tools.

- Certification in customer success or related field is a plus.